Inactive Total Small Business Set-Aside (FAR 19.5)

Lexington Fisher House Janitorial and Laundry Services Part A - General Information A.1 INTRODUCTION: The Lexington VA Healthcare System (VISN 09) is seeking Housekeeping Services (Janitorial, Labor O... Lexington Fisher House Janitorial and Laundry Services Part A - General Information A.1 INTRODUCTION: The Lexington VA Healthcare System (VISN 09) is seeking Housekeeping Services (Janitorial, Labor Only & Laundry Services) in support of the Lexington, KY Fisher House. The Lexington Fisher House serves Veterans and their families by providing a safe, supportive, and loving comfort home away from home at no cost while their loved ones are receiving treatment at the VA Medical Centers or through VA Care in the Community. Lexington Fisher House is located on the Franklin R. Sousley VA Healthcare System Campus, 2250 Leestown Rd, Lexington, KY 40511. BACKGROUND: The Fisher Houses are standalone buildings, each consisting of 16 private suites (bedroom with bathroom) and approximately 13,500 square feet in Lexington. These houses offer construction, furnishings, and amenities similar to those of a high-end hotel, ensuring a luxurious and comfortable stay for Veterans and their families. The design and facilities of Fisher Houses support a warm, home-like environment that allows families to be close to their hospitalized loved ones without the financial burden of lodging. SCOPE OF WORK: The contractor shall furnish all labor and supervision of its employees, and office/business materials to provide janitorial services to support daily functions of the Lexington VA Fisher House as stated in this Statement of Work. PART B - Scope of Work Provide all supervision and labor to: a) The Contractor shall furnish, at their own expense, any and all supervision, and labor necessary to provide complete janitorial services to the interior and exterior of the Lexington Fisher House as outlined herein. Descriptions of cleaning requirements and janitorial duties will be further defined throughout this SOW. Janitorial supplies, tools, and equipment will be supplied by the Medical Center, and a housekeeping cart will also be provided. b) The Fisher House has approximately 13,500 square feet of cleanable space. The Lexington Fisher House consist of 2 floors, hosting a variety of areas designed for the family members or legal guardians to use while waiting for the Veteran: 16 private (bedroom with bathroom) suites, kitchen, dining room, family room, living room/library, guest and office bathrooms, laundry room, stairwells, hallways, Manager’s office, elevator, decor and artwork, and all other cleanable areas both within and outside of the Fisher House. c) Interior services shall include all common areas, guest rooms, offices, linen and storage rooms, bathrooms, and any other usable space within the Fisher House. Daily trash pulls and bed bug checks will be performed for all occupied rooms. Unoccupied rooms shall be refreshed weekly, which includes all cleanable surfaces and floors. Exterior services shall include front and rear porches, patio, and trash collection in the direct vicinity of the Fisher house to include Fisher House parking lot, dumpster area, sidewalks, and all grassy areas and flower beds associated with the Fisher House. Cleaning shall be performed at established frequencies (included in this statement of work). NOTE: Fisher House guests are responsible for cleaning their own bedrooms and bathrooms during their stay, and therefore occupied guest rooms will only require cleaning by the contractor once per week to refresh the room or by request from the Fisher House staff. Page 6 of 44 d) The contractor shall be responsible for collecting all linens to be sent out for laundering, which shall include bath towels, washcloths (standard and make-up), hand towels, shower curtains, sheets, pillowcases, quilts/comforters, pillow shams, blankets, mattress protectors/encasements, pillows, and kitchen towels. Dirty linens shall be separated and stored in linen carts provided by the VA Medical Center. Storage areas and processing for dirty linens will be designated by the COR. e) The contractor shall be responsible for intake of clean linens to include stocking supply closets, restrooms, guest rooms, to include making beds and arrangement of linens, etc., to the expectation of the Fisher House Manager/staff. f) On-site Supervisor is responsible for maintaining clean and neat linen and supply closets. On-site supervisor is also responsible for notifying the Fisher House Manager of low supply quantities and unserviceable equipment. g) Typical work shall include, but not be limited to vacuuming, mopping, bathroom cleaning, kitchen cleaning, window cleaning, dusting, changing light bulbs, carpet cleaning, steaming and upholstery cleaning, etc. (see frequency chart below). h) Work Schedules: Janitorial Cleaning Services shall be performed Sunday through Friday (6 days per week). The janitorial contractor shall provide at a minimum 2 full time (8 hours) on-site employees Monday – Friday, and 1 full time (8 hours) on-site employee on Sunday to ensure adequate coverage to meet cleaning requirements stated within this SOW. The Contractor shall provide coverage during the operational hours of the Fisher House, from 7:00 AM to 6:00 PM, six (6) days a week. The exact schedule, comprising 8-hour shifts, will be determined by the Fisher House Manager/COR. The Contractor will coordinate working hours with Fisher House Manager/COR. Each worker providing services shall be required to sign in and out at the Fisher House at the beginning/end of their scheduled shifts, providing date and time, respectively, in a log provided by VAMC. The Contractor shall submit a proposed detailed schedule listing proposed staffing, work hours, and contingencies for maintaining adequate coverage. The Contractors contingency plan shall cover the contractor’s procedures for coverage due to call-ins, sick leave, vacation time, pandemics and so forth. This schedule shall be submitted for approval, no later than ten (10) days after contract award. Monthly schedules shall be submitted to the COR no later than 2 business days prior to the first business day of the new month. i) Additional Work Hours: The contractor shall provide additional housekeeping hours as requested by the COR beyond normal operational hours as needed. The contractor will be notified 24 hours in advance for additional working hours needed. Invoicing for additional hours must be preapproved prior to invoicing and will be charged to the additional hours contract line-item number for that specific PoP. j) The Following Federal legal holidays are observed by this facility: Any holidays falling on Saturday will be observed on the preceding Friday; holidays falling on Sunday will be observed on the following Monday. The contractor will not normally be required to work on Federal Holidays. Any holidays requested to work would be billed against the additional hours contract line item as per that specific PoP. New Year’s Day 1 January Birthday of Martin Luther King, Jr. 3rd Monday in January Presidents’ Day 3rd Monday in February Page 7 of 44 Memorial Day Last Monday in May Juneteenth National Independence Day 19 June Independence Day 4 July Labor Day 1st Monday in September Columbus Day 2nd Monday in October Veterans’ Day 11 November Thanksgiving Day 4th Thursday in November Christmas Day 25 December k) Janitorial Specific Attachments: 1. Attachment A: Daily Inspection Log 2. Attachment B. Weekly Inspection Log PART C - SUPPORTING INFORMATION C.1 Place of Performance: a) Lexington, KY Fisher House: Franklin R. Sousley VA Healthcare System Campus, 2250 Leestown Rd, Lexington, KY 40511 C.2 Janitorial Requirement Specific Tasks/Services Summary: a) All Floors: All floors, except carpeted areas, shall be swept, dust mopped, damp mopped, wet mopped, dry buffed, and spray buffed to ensure they have a uniform appearance and are free from dirt, debris, dust, scuff marks, stains and discoloration, and other foreign matter. Baseboards, corners, and wall/floor edges shall also be clean. All floor maintenance solutions shall be removed from baseboards, furniture, trash receptacles, etc. Chairs, trash receptacles and other movable items shall be moved to maintain floors underneath these items, this includes long curtains to avoid soiling the bottom of the curtains. All moved items shall be returned to their original and proper position. b) Trash Removal: All trash containers shall be emptied and returned to their initial location. Boxes, cans, and papers placed near a trash receptacle shall be removed. All liners should be replaced each time trash is removed. The trash shall be deposited in the nearest outside trash collection container. Trash receptacles shall be left clean, free of foreign matter, and free of odors. The contractor is responsible for stocking all required trash receptacles with appropriate size bags for containers. c) Clean Interior & Exterior Door Glass/Mirrors: Clean all interior and exterior glass, including glass in doors, partitions, walls, display cases, etc. After glass cleaning, there shall be no traces of film, dirt, smudges, water, or other foreign matter. d) Clean Stairways: All floor surfaces shall be cleaned as appropriate for floor type. Dust, grease, and grime shall be removed from stair guards, handrails, and baseboards. Page 8 of 44 Contractors shall remove all marks, dirt, smudges, scuffs, and other foreign matter from adjoining stairwell walls to provide or maintain a clean, uniform appearance. e) Vacuum Area Rugs: Vacuum carpeted areas. After vacuuming, the carpeted area shall be free of all visible dirt, debris, litter, and other foreign matter. Any spots shall be removed by carpet manufacturer’s approved methods as soon as noticed. All tears, burns, and unraveling shall be brought to the attention of the COR. Area and throw rugs (if any) are also included under this section. f) Clean Area Rugs: Spot clean or shampoo dirty area rugs. Spots must be removed immediately. g) Vacuum and Clean Floor Mats: Vacuum and clean interior and exterior floor mats. After vacuuming or cleaning, mats shall be free of all visible lint, litter, soil, and other foreign matters. Soil and moisture underneath mats shall be removed, and mats returned to their normal location. h) General Spot Cleaning: Perform spot cleaning on a continual basis. Spot cleaning includes, but is not limited to removing or cleaning smudges, fingerprints, marks, streaks, spills, etc., from washable surfaces of all walls, cabinets, counters, floors, partitions, vents, grillwork, door guards, door handles, push bars, kick plates, light switches, furniture (per manufacturer guidelines), temperature controls and fixtures. After spot cleaning, the surfaces shall have a clean, uniform appearance, free of streaks, spots, and other evidence of soil. i) General Dusting: All horizontal surfaces, décor, window treatments, and all vents must be dusted or cleaned to eliminate dust collection. j) Basic Restroom Cleaning: The contractor shall accomplish all cleaning tasks to meet the requirements of this Statement of Work. Sweep and mop floor, after sweeping and mopping the entire floor surface including grout, shall be free from litter, dirt, dust, and debris. Grout on wall and floor tiles shall be free of dirt, scum, mildew, residue, etc. Floors shall have a uniform appearance without streaks, swirl marks, detergent residue, or any evidence of soil, stain, film, or standing water. Moveable items shall be tilted or moved to sweep and damp mop underneath. Floors shall be scrubbed, waxed, etc. as necessary to maintain sanitary conditions and a clean, uniform appearance. Shower stalls must be cleaned weekly and after guest check-out with consistent removal of water stains, soap scum, and debris. Shower fixtures shall be polished and free of Lime and soap scum weekly and after guest check-out. Toilets in guest suites shall be disinfected with the appropriate disinfecting cleaners weekly and after guest check-out. The guest and office bathroom shall be disinfected with appropriate disinfecting cleaners daily. The Janitorial Contractor staff will sweep and mop the floors and baseboards of the guest en-suite bathroom floors with the appropriate disinfecting cleaners weekly or after guest check-out. Windows, furniture, doors, walls, counters, cabinets, shower curtains, ceilings, and all fixtures shall be dusted and cleaned with the appropriate cleaners weekly or after guest check-out. The guest and office bathroom will be cleaned to the previous specifications daily. Janitorial Contracting staff shall report any damage to bathrooms to the Fisher House Manager. k) Stock Restroom/Kitchen Supplies: Contractor shall ensure all restrooms/kitchen are always stocked sufficiently so that supplies including bottled water, hand and dish soaps for dispensers, toilet tissue, paper towels, and facial towels do not run out. Supplies shall be stored in designated areas. No overstocking shall be allowed. The contractor shall be responsible for stocking all required restroom supplies, i.e., hand soap, paper towels, hand tissue (facial tissue), sanitary products, and toilet tissue, for all restrooms (16 bathrooms (located in bedrooms), office bathroom and guest bathroom. Contractor shall coordinate Page 9 of 44 with COR and Fisher House Manager to determine the appropriate levels of stock to be supplied for vacant rooms and frequencies for restocking occupied rooms. l) General Kitchen and Dining Room Cleaning: The contractor shall accomplish all cleaning tasks to meet the requirements of this Statement of Work. Sweep and mop floor, after sweeping and mopping the entire floor surface including grout, shall be free from litter, dirt, dust, and debris. Grout on wall and floor tiles shall be free of dirt, scum, mildew, residue, etc. Floors shall have a uniform appearance without streaks, swirl marks, detergent residue, or any evidence of soil, stain, film, or standing water. Moveable items shall be tilted or moved to sweep and damp mop underneath. Floors shall be scrubbed, waxed, etc. as necessary to maintain sanitary conditions and a clean, uniform appearance. Windows, furniture, doors, walls, counters, cabinets, curtains, ceilings, and all fixtures shall be dusted and cleaned with the appropriate cleaners according to the frequency chart. All counters and sinks will be cleaned using appropriate cleaning agent, and will be free of debris, streaks, swirl marks, detergent residue, or any evidence of soil, stain, or film. Appliances shall be cleaned according to the frequency chart using appropriate cleaning agents, and will be free of debris, streaks, swirl marks, detergent residue, or any evidence of soil, stain, or film. Discard expired food with direction from the Fisher House Manager/staff. m) Cleaning Supplies, Tools, and General Supplies: All cleaning supplies, tools, and general supplies necessary to complete required tasks will be supplied by the VA. This includes cleaning supplies, tools such as scrub brushes, solvents, paper products, hand soap, sanitizers, chemicals, putty knives, etc. The contractor shall request any cleaning supplies or tools needed that are not typically supplied to the COR for consideration/approval. The contractor shall track and log all cleaning supplies, tools, and general supply stock levels and provide summaries and requests for restock to the COR/Fisher House staff daily to ensure timely delivery of supplies and tools. The VA will deliver cleaning supplies, tools, and general supplies to the Fisher House at set intervals determined by the COR and the Fisher House Manager. The contractor will be required to offload all cleaning supplies, tools, and general supplies and the stocking of each in designated locations. n) Government Furnished Equipment: The VA will supply all general cleaning supplies needed to care for the Fisher House to include vacuum cleaners, steam cleaners, etc. Each piece of equipment will be issued to the contractor, and the contractor will be responsible for ensuring equipment is in good working condition. Some equipment will remain on site for the contractors’ use, however some items may be delivered and picked back up after use due to frequency of the needed task or storage restrictions. The COR will identify these items and provide on an as needed basis upon the contractor’s request. The contractor shall request any equipment needs at least 24 hours in advance. The Contractor shall conduct safety inspections on all equipment prior to use. The COR or Fisher House Manager may request to participate or observe these inspections. Contractor shall report any damage to the COR immediately after the finding is noted. Contractor shall keep a log of all safety inspections and provide to the COR upon request. In the event a piece of equipment fails the contractor’s safety inspection, the contractor is to place the equipment out of use and notify the COR immediately. The Contractor is to operate all equipment in accordance with the manufacturer’s instructions. The Contractor will not be responsible for any malfunctions to VA owned equipment due to normal wear and tear and may only be held liable due to misuse or negligence to comply with manufactures instructions. Any such case of damaged equipment where liability is in question, the Contractor and the COR will submit their factual findings and discrepancies to the CO for determination. The contractor shall ensure staff members have been appropriately trained for each piece of equipment prior to operation. o) Cleaning Activities Creating Loud or Moderate Noise: Cleaning activities that generate Page 10 of 44 moderate amounts of noise shall be performed within the hours of 9:00am-4:30PM. The Janitorial Contractors staff is to take into great consideration the sake of family members and such who need rest as well as consideration to the Fisher House Staff members. In the event of a guest or VA complaint of loud noise, the Janitorial Contractor Staff should make every effort to reduce noise or stop task immediately and resume at a more favorable time for the guest or VA employee. p) Staging of Check-in Rooms: At the beginning of each workday the contractor shall coordinate with the Fisher House staff to identify any guest rooms scheduled for check-in and any special accommodations required (sharps container, medication refrigerator, shower chair, oxygen tag, roll-a-way bed). q) Cleaning of Guest Suites: At the beginning of each workday the contractor shall coordinate with the Fisher House staff to identify any guest rooms scheduled for check-out or weekly cleaning and to determine list of priorities to include check-in times. Each room must be cleaned and returned to pristine condition prior to check-in and no later than same day. The contractor shall notify the Fisher House staff upon completion of each guest room. The Fisher House staff and/or the COR reserves the right to inspect each room upon completion. Any deficiencies noted during these inspections shall be corrected immediately and prior to check-in of next guest. The contractor shall accomplish all cleaning tasks in the guest suites to meet the requirements of this Statement of Work. Sweep and mop floor; after sweeping and mopping the entire floor surface, the floor shall be free from litter, dirt, dust, and debris. Floors shall have a uniform appearance without streaks, swirl marks, detergent residue, or any evidence of soil, stain, film, or standing water. Moveable items shall be tilted or moved to sweep and damp mop underneath. Floors shall be scrubbed, waxed, etc. as necessary to maintain sanitary conditions and a clean, uniform appearance. Windows, furniture (dressers, chairs/stools, bed frames, and desks), doors, walls, counters, cabinets, ceilings, and all fixtures and electronics shall be dusted and cleaned with the appropriate cleaners weekly or after guest check-out. Strip used bed linens, replace them with new linens, make beds based on the specification of the Fisher House Manager. Janitorial Contracting staff shall report any damage to guest suites to the Fisher House Manager. The contractor shall be responsible for stocking all required guest suite supplies, to include but not limited to Fisher House Tote, Guest Journal, Patriot Magazines, nightlight, comment card, toilet paper, paper towels, facial tissues, etc. r) Janitorial Contractors Staff and Communication Requirements: The contractor is required to ensure appropriate staffing in-order to provide cleaning standards at or above the requirements within this SOW. The Contractor is responsible for assigning and managing the Janitorial Contractor staff workload, and responsible for assuring completion and distribution of duties, required to maintain the highest quality of cleanliness within the Fisher House, and ensures compliance with the specifications of this SOW. All contractor employees working at the Fisher House must be able to communicate verbally and in writing, fluently in the English language. The contractor shall appoint a superintendent or work leader for on-site daily communication with the COR and the Fisher House Manager. The Contractor is required to provide to the CO, the Janitorial Contactor staffing information. The required form(s) will include staff names, hours of coverage, and appointed responsibilities. This form and the required information are to be received within ten (10) days after award. All new hires or employees shall be submitted to the COR for approval. The contractor shall notify the COR of any such staffing changes to include new hires and terminations. s) Building Exterior: The Contractor must remove the trash from the exterior trash cans and replace them with the appropriate trashcan liners. The Contractor must clean all benches, Page 11 of 44 seating areas, tables, chairs, storage containers, pergola, bannisters, ceilings and corners, shutters and gutters. The contractor must also sweep/blow the patio, porch, driveway, parking lot, dumpster pad and sidewalks. The Contractor staff must report any damage to building exterior to the Fisher House Manager. Additionally, the Contractor shall be responsible for trash pickup in the Fisher House parking lot, inside the dumpster enclosure, and all trash on the grounds associated with the Fisher House. Any trash or debris outside of these specified areas will not be the responsibility of the contractor. Mowing, weed eating, and landscaping will not be the responsibility of the contractor. t) Unserviceable Items: Unserviceable and non-repairable items no longer usable for the purpose intended shall be reported to the COR and Fisher House Manager and returned or discarded per the COR’s direction. C.3 Janitorial Cleaning Frequency Chart: This chart does not relieve the contractor from any additional requirement listed throughout this document, when a conflict exists, the most stringent requirement shall apply. DEFINITIONS: All – 16 private (bedroom with bathroom) suites, kitchen, dining room, family room, living room/library, guest and office bathrooms, laundry room, stairwells, hallways, Manager’s office, elevator, decor and artwork, and all other cleanable areas both within and outside of the Fisher House. Common Areas – kitchen, dining room, family room, living room/library, guest bathroom, laundry room, stairwells, hallways, elevator, décor and artwork. Guest Suites – bedroom and bathroom. Stairs - central staircase and fire exit stairways. C.4 Performance Monitoring and Quality Assurance: a) Quality Control: The Contractor shall appoint a project Manager for this requirement. The project Manager shall, at a minimum, be available by phone or for scheduled conferences. For continued performance issues, the Project Manager will be expected to attend an on-site performance discussion/resolution meeting, within 3 business days of request. The contractor shall additionally assign an on-site superintendent or lead worker that will be responsible for daily communications with the Fisher House Manager and the COR. This Superintendent or Lead will also be responsible for conducting Janitorial inspections, assigning workloads, and ensuring compliance to this SOW and the Contractors Quality Control Program. The contractor shall develop and maintain a quality control program, to ensure Janitorial services are performed in accordance with commonly accepted commercial practices and the requirements provided in this SOW. The contractor shall develop and implement procedures to identify, prevent, and ensure non-performance and continual repeat of defective service does not occur. The contractor shall submit a written Quality Control Plan. At a minimum, the plan shall specifically address the contractor’s strategy to provide quality workmanship, continual process improvement, correcting deficiencies, Contractor’s procedures for daily and weekly inspections, Contractors internal training plan for staff members, Contractor’s communication plan, Contractor’s contingency plan to maintain adequate coverage. Contractors Plan and procedures to comply with cleaning intervals listed within this SOW, daily, weekly, quarterly, annual, etc. b) Contractor Shall Provide a Contingency Plan: To replace staffing personnel that cannot perform the assigned job duties and tasks. Provide a detailed description of your company’s ability to replace personnel within reasonable time-period as to not affect services to the facility. The contractor is to provide a complete listing of all Key Personnel and a written Contingency Plan. The contingency plan shall address at a minimum, replacement of employees. c) Staffing: The contractor is to notify the COR within 3 calendar days of contracted key personnel who resign, are released of their duties and or when new key personnel is scheduled to be working under this contract. This information shall be delivered in writing by email notification and verbal communication shall be followed up in writing within the Page 16 of 44 time allotted (3 days). All proper background checks and other applicable documentation such for new employees shall be provided to the COR and the Contracting Officer within ten (10) days of contract award and shall maintain up to date documentation for each employee. d) Quality Assurance: The government shall inspect and evaluate the contractor’s performance to ensure services are received in accordance with requirements set forth in this contract. When a performance threshold has not been met or contractor performance has not been accomplished, the COR will initiate and provide the Contracting Officer with a Contract Discrepancy Report (CDR) for issuance to the contractor. The contractor shall respond to the CDR IAW instructions provided and return it to the Contracting Officer within 10 calendar days of receipt. e) Communication: The Contractor will need to maintain constant communication with the Fisher House Manager and the COR on a daily basis, throughout the duration of the contract. This is critical to providing quality service and understanding prioritizing daily tasks, and methods for communications shall be included in the contractors Quality Control Plan. f) VA Monitoring and Inspections: The Fisher House Manager and the COR will provide additional monitoring of contractor performance to ensure services are received and in accordance with this SOW and contract documents. The COR and Fisher House Manager will evaluate the contractor’s performance through frequent and intermittent on-site inspections of the contractor’s quality control program and receipt and investigation of complaints from guests or personnel. The VA inspections can be conducted at any time and may not provide advanced notice. The VA may inspect each task as completed or spot checks of certain areas. g) Customer Complaints: The COR will inspect and make determinations of the validity of customer complaint(s). The COR will issue, in writing, any corrective actions needed due to customer complaints. Any complaints requiring disciplinary actions will be reported to the CO for determination. Customer Complaints shall not exceed 1 per month. h) Quality Assurance Surveillance Plan: The VA will Develop a Quality Assurance Surveillance Plan (QASP) that will be used to monitor contractor performance. The QASP will at a minimum address the following items: 1. Inspections: The COR and Fisher House Manager will conduct inspections. Results shall be annotated on the inspection schedule. Any deficiency shall be documented, and the contractor shall re-perform service immediately, if appropriate, or within 24 hours at no increase in contract amount. Any unsatisfactory inspection identified but re-performed acceptably shall still be tracked for trending purposes. The VA will utilize the Daily and weekly inspections logs included in this document to conduct inspections. 2. Unsatisfactory Inspections: Receiving four (4) or more unsatisfactory surveillances, within a 12-month period may result in unsatisfactory past performance documentation. Continued receipt of unsatisfactory surveillance during the contract period shall constitute a negative trend and the Contracting Officer may take any appropriate action in accordance with the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance. 3. Periodic Surveillances: This method requires the COR to employ a “spot check” style of evaluation based on the contractor’s incorporated Cleaning Frequency Page 17 of 44 Schedule (CFS). Periodic surveillance will be conducted and may be adjusted, based on quality trends. The CFS or modified version thereof shall be used for COR scheduled inspections and results documentation. 4. Unsatisfactory Inspection (Defect): Any deficiency shall be documented, and the contractor shall re-perform service immediately, if appropriate, or within 24 hours at no increase in contract amount. Any unsatisfactory inspection identified but re-performed acceptably shall still be tracked for trending purposes. Repeat findings will be reported to the CO for appropriate actions. 5. Failure to Meet Performance: Threshold for any of these performance objectives shall result in a warning or letter of concern from the Contracting Officer. 6. Customer Complaints: The COR will receive and investigate any complaints regarding contractor’s performance under this contract. The COR shall be responsible for initially validating customer complaints. The Contracting Officer shall make final determination of the validity of customer complaint(s) in cases of disagreement with the COR and the contractor. C.4.1 Uniforms and Dress Codes: Contractor personnel shall present a neat appearance and be easily recognized as contract employees. This may be accomplished by wearing distinctive clothing bearing the company name and/or by wearing appropriate badges that prominently display the contractor’s company name or a professional appearance commensurate with standards delineated for Government civilian personnel acting in similar capacities. The uniform will clearly identify the company, and the VA issued ID access card, with their picture and name (is to be always worn and visible). Employees must always present a clean, professional appearance. Everyone is expected to be well-groomed and wear clean clothing, free of holes, tears, or other signs of wear. Clothing with offensive or inappropriate designs or stamps are not allowed. Clothing should not be too revealing. Jeans, shorts, and sandals are not considered appropriate or safe attire for this setting. Clothing and grooming styles dictated by religion or ethnicity are exempt. Uniforms should at a minimum consist of slacks and a collared shirt, however, sports jackets and ties are also acceptable. Uniforms shall be submitted to the COR for approval after award. C.4.2 Special Considerations: Housekeeping staff will be trained by Fisher House Program Manager on the exact expectation of what the house/rooms are to look like once cleaned. House...