Description
Performance Work statement (PWS) Switchboard Telephone Operators/ Police Dispatchers PART I - GENERAL A. BACKGROUND The Department of Veterans Affairs, Northport, NY VA Medical Center, is currently seeking a Firm Fixed Price contract for Switchboard Operation and Emergency Dispatch Services for the Northport, NY VAMC Campus. The Contractor shall provide all personnel, supervision and other services necessary for the effective operation of all switchboard and dispatch activities at Northport VAMC. Contractor shall not be responsible for those items and services specifically identified as Government-furnished. These services ensure that all calls made to the Medical Center are answered timely and routed to the correct destination. B. SCOPE OF WORK 1. Telephone operators shall use five (5) telephone attendant consoles utilizing Cisco Webex and Cisco Finesse to process incoming and outgoing telephone calls. All calls will be completed in a timely, courteous and efficient manner. Contractor employees are required to assist in placing outgoing local and long-distance calls, using the commercial system. The Contractor shall provide coverage for telephone switchboard services from 8:00am to 4:00pm, 4:00pm 12:00am, and 12:00am to 8:00am, 7 days a week. Coverage will include federal holidays. The vendor is to supply coverage due to vacation, sickness, illness and any other cause of absence. Operators shall provide information services. Operators will use Public Address, Radio Paging and two-way radio systems to relay messages, to make announcements, and implement various procedures as dictated by Telecommunications Directives in place at this hospital and other sources as well. The work required consists of providing coverage for telephone switchboards, 7 days a week. Established services, functions, programs, staffing patterns, and hours and days of operation should not be altered without prior written approval of the CO and the C.O.R. The contractor shall provide back-up coverage for unexpected staff absence. There should be no time when this operation does not have adequate staffing coverage. The COR shall be promptly briefed on any problems related to adequate coverage. C. PERSONNEL 1. Project Manager. (a) The Contractor shall provide off-site management for the purposes of supervising and training the contractor personnel and ensuring compliance with all provisions of this contract. The contractor shall be available by telephone to the operators during working hours for any problems which may occur including staffing problems. The contractor shall respond within one hour after receipt of call. 2. Employees. The selection, assignment, reassignment, transfer, supervision, management and control of contractor employees in performance of this work statement will be the responsibility and prerogative of the contractor. However, the contractor shall comply with the general intent and specific policies set forth in the performance work statement, concerning conduct of employees as referenced herein. When the Government directs, the contractor shall remove from performance on the contract any person who is identified a potential threat to the health, safety, security, general wellbeing, or operational mission of the activity and its population. The contractor shall not employ any person who is an employee of the United States Government, if the employment of that person would create a conflict of interest. Contractor's personnel shall wear VA-provided identifications badges, which shall include employee's name and company name, throughout tour of duty. Drinking and eating will be permitted in designated areas as indicated by the COR. Smoking will not be permitted on VA property or in parked vehicles as the VA is a non-smoking facility effective October 1, 2019. Personnel rosters: Current written rosters of all regular and alternate personnel will be provided to the COR. This will include the primary PM and his/her alternate(s). Personnel not listed will not be allowed to work in the medical facility. 3. Training: No contractor personnel shall be assigned to work under the contract until initial orientation and training as specified in Contractor's procedures manual, and special instructions from the COR or his/her designee are completed. Special instructions from COR include: (a.) The Government shall provide the following orientation to the contractor personnel: A one-hour orientation will be provided to familiarize contractor personnel with the attendant's console. The Government will provide a one-day general orientation to contractor personnel to familiarize them with the different services in the Medical Center. VA personnel will be available to answer questions of contractor personnel following general orientation. At the end of the first and second weeks of the phase-in period, the COR or his/her designee will be available on a Friday of each week to meet with the PM to discuss problems encountered and offer assistance and recommendations for the solution of such problems. (b.) Contractor Qualifications: Contractor must demonstrate the ability to manage telephone operator booth at the VAMC Northport, NY, which involves substantial responsibility for placing a variety of special long-distance calls (e.g. conference calls, collect calls,) over varied circuits or routings. Contractor must demonstrate the ability to perform operator work which requires a knowledge of organization and must have had one or more years of experience of supervising, which involved organizing, directing training and controlling a staff. The operator must be experienced in maintaining discipline, devising work methods and assignments, establishing performance requirements, and in arranging work schedules to conform to peak telephone requirements for adequate service. The ability to communicate, comprehend, use correct grammar and pronunciation, and understand instructions, as well as to write legibly, is required. (c.) Telephone Operator Qualifications: Telephone operator must be able to assume the responsibility for placing a variety of special long-distance calls (e.g. conference calls, collect calls, appointment calls, international calls) over varied circuits or routings, or performing information operator work, which requires knowledge of the organizational units and major functions of a large multi-division organization. Operators must have the ability to meet and deal with people from a variety of backgrounds with varying levels of understanding, work under pressure and stressful conditions and adapt to changing work conditions. Contractor must not allow new personnel to perform duties alone until he/she has received at least one full 5-day week of On-The-Job Training (OJT) on each tour of duty. D. QUALITY CONTROL 1. Following award, but not later than the pre-performance conference, the Contractor shall have a quality control program to assure the requirements of the contract are provided as specified. Any changes to this basic Quality Control Plan must be submitted to the Contracting Officer on the start date and as changes occur. The plan shall include, but not be limited to, the following: An inspection system covering all services listed on the Performance Requirement Summary, Exhibit 1. It must specify the areas to be inspected on either a scheduled or unscheduled basis, how often inspections will be accomplished, or the title of the individual(s) who will perform the inspection. The methods of identifying and preventing deficiencies in the quality of services performed before the level of performance becomes acceptable. The contractor shall maintain complete record of his inspections and corrective actions taken and shall provide this information to the Government on request. E. GOVERNMENT FURNISHED PROPERTY AND SERVICES The Government shall provide without cost to the Contractor the facilities, equipment, materials and/or services listed below: 1. Property (a.) Facilities The government shall furnish approximately 220 square feet for Switchboard operations at the VA Medical Center, 79 Middleville Road, Northport, NY. This space is located on the ground floor of Building #200. Facilities have been inspected for compliance with Occupational Safety and Health Act (OSHA), and no hazards have been identified for which any special precautions must be taken. (b.) Equipment Accountability - (2) The Contractor shall be responsible for the costs of repairs or replacement of Government-owned equipment, fixtures, furnishings, architectural or building structures to their previous existing condition when the Contracting Officer has determined the Contractor to be liable for damage or loss of Government property. The Contractor and COR shall jointly conduct periodic inventory reviews. This review shall, at a minimum, be conducted annually before the start of each successive fiscal year s renewal cycle. 2. Materials: (a.) The Government shall provide the Contractor with logbooks to record equipment malfunctions, emergencies, drills, and other activities that have an impact on the daily operations of the unit. (b.) Forms for logging of daily rosters and the logging of toll calls shall be provided. The Contractor shall be responsible for requesting replacement supplies from the COR when they are low. 3. Services: The Government shall furnish the following (a.) Housekeeping service care of floors and trash removal (b.) Equipment Maintenance Maintenance of all Government-furnished equipment, except damage caused by misuse by Contractor s employees. (c.) Disposition of property Disposition, removal or replacement of equipment and furnishings as required. (d.) Utilities VA to provide all utilities, including electricity, gas, and water. Lights should be used in areas where and when work is actually being performed. Contractor shall not adjust mechanical equipment controls for heating, ventilation, and air conditioning. (e.) Transportation & Parking Parking shall be provided for Contractor employees working on all shifts. (f.) The Contractor shall not make personal calls from Government lines. F. CONTRACTOR FURNISHED ITEMS 1. The Contractor shall furnish headsets of a quality compatible with the Government-owned telephone equipment. 2. Contractor-owned equipment shall be marked to identify ownership, and the Government shall assume no liability for loss of or damage to contractor-owned equipment held upon Government premises. 3. The Contractor shall be responsible for the orderliness and cleanliness of all areas not covered by custodial service. G. CONTRACTOR S PRE-AWARD RESPONSIBILITIES The following information shall be submitted to the Contracting Officer in writing: 1. Start-up and phase-in schedule (if 24-hour coverage option is selected); 2. Resume for the Project Manager (PM); 3. The role of the PM and the extent of his/her authority; 4. Organizational/functional charts showing line of management responsibilities; 5. Personnel rosters; 6. Procedure s manual for this contract; 7. Plans and management procedures for logistical and administrative support of all functions, that is, Contractor-furnished supplies and equipment and procedures for timely payment of personnel; 8. Quality Control Plan. H. BUILDING SECURITY 1. Keys: The Government will provide the Contractor with keys to allow access to rooms required to be assessed in order to fulfill the provisions of this contract. The contractor and COR shall periodically perform an inventory of all keys assigned to the Contractor (at least every three months (90 Days) and at the end of the contract period). Any expenses incurred for lost keys or replacement door locks as a result of Contractor personnel negligence shall be accomplished by the Government at a cost to the Contractor. The Contractor will notify the COR of any lost or suspected lost key(s) within 24 hours. It is the responsibility of the Contractor to prohibit the use of keys issued by Government by any persons other than the Contractor's employees. I. CONSERVATION OF UTILITIES Mechanical equipment controls for heating, ventilation and air conditioning systems may be adjusted by personnel in Switchboard area. Water faucets shall be turned off after use. J. SAFETY AND FIRE PREVENTION Government Owned Contractor Operated (GOCO) Only The Chief, Engineering Service is the designated VA Safety Officer for this Contract and is responsible for the enforcement of all safety regulations as they apply to the safety of VA and Contractor employees, visitors, and patients. Violations will be submitted to the Contractor for immediate corrective action. If corrective action is not instituted promptly, a copy of the COR's report will be forwarded to the Department of Labor. These inspections do not relieve the Contractor from full compliance with the Contractor's responsibilities. In the performance of this contract, the Contractor shall take such safety precautions as necessary to protect the lives and health of occupants of the building. K. PLACE OF PERFORMANCE Northport Department of Veterans 79 Middleville Road Northport, NY, 11768 L. HOURS OF OPERATION and PERIODS OF PERFORMANCE Business hours for switchboard operation are 8:00 a.m. to 4:00 p.m., 4:00 p.m. to 12:00 a.m., and 12:00 a.m. to 8:00 a.m., 7 days per week, including all Federal Holidays, and will remain unchanged unless the CO determines otherwise. Holidays observed by the Federal Government are: - New Year s Day - Martin Luther King s Birthday - President s Day - Memorial Day - Juneteenth - Independence Day - Labor Day - Columbus Day - Veteran s Day - Thanksgiving Day - Christmas Day And any other day specifically declared by the President of the United States to be a national holiday. PART II - SPECIFIC TASKS A. GENERAL: The contractor shall provide all personnel, training, supervision and services, as require by this solicitation, to provide switchboard services to the Medical Center. The contractor shall dispatch code calls, make overhead announcements, receive all incoming calls, answer all emergency calls and alarms, operate audio, radio and digital paging systems, maintain appropriate records and conduct necessary training. In addition, the contractor shall provide required administration and management control. B. RECEIVING INCOMING CALLS: Operators answer within three (3) rings giving operator number. The operator shall query the caller in detail to determine the nature of the inquiry and connect the call to the appropriate extension. Operators will screen calls only to the extent necessary to ensure caller satisfaction. Operators will not take personal messages for any employee, patient, or visitor. Operators will process all calls in a courteous and professional manner, giving a favorable impression of the Department of Veterans Affairs at all times, assuring compliance of Federal and VAMC policy on Release of Information, safeguarding any and all patient information in compliance with the Privacy Act of 1974. Collect calls are only accepted in the event of an emergency. The call is forwarded to the area requested. These collect calls are received only occasionally. C... GENERAL INFORMATION: Operators will provide general information, e.g., visiting hours, and other information requested. D. SPECIFIC INFORMATION: Patient Locator Information: Calls will be forwarded to the proper Health Administrative Services (HAS) entity Employee Locator Calls: Operators will use the Medical Center Directory to complete calls to employees. Under no circumstances will operators take personal messages for employees. Parties requesting verification of employment will be transferred to Human Resources Management Service (HRMS) between the hours of 8:00am and 4:30pm, Monday through Sunday. Calls for specific wards: Psychiatry Service Wards: Calls for patients on Psychiatric Wards, as identified by the operator, will be connected to the main ward number. In accordance with the Privacy Act of 1974, the caller shall not be informed of what type of ward the patient is in. Intensive Care Unit: Calls to the Intensive Care Unit waiting rooms will be connected to the main ward number. Calls Regarding Seriously Ill Patients and Deaths: The operator WILL NOT GIVE OUT information on a patient's condition. That caller can be connected to the appropriate ward or ICU and the Nurse or Doctor on duty will determine if release of that information is appropriate. Calls regarding deaths will be connected to the Decedent Affairs office, between the hours of 8:00am to 4:30pm, Monday through Sunday. Under no circumstances will operators inform callers that a party is deceased. Handling operator assisted calls: Employees within the hospital requesting directory assistance will be referred to the hospital directory. In the rare instance that the calling employee does not have access to a directory, the operator will assist in giving the employee the information requested. Places and completes toll calls (commercial calls for which this facility is billed) for official Medical Center business only. Permits only authorized personnel to make toll calls. The operator will record all toll calls in the Long-Distance Log, including name of employee, time, number called and Service. Operators are not authorized to place personal calls for employees, visitors, or patients. Operators will assist patients calling from lobby areas of hospital who need to call a taxi for transportation home. Operators will also assist ward patients if they need help to use their credit cards to make long-distance calls. Operators are not authorized to place external call requests received from restricted phones in the hospital, or local (dial 9) calls for VAMC staff. E. EMERGENCY CALLS AND ALARM SYSTEMS: (1.) Systems designed for emergency communications as part of the hospital telephone system will be reserved and used solely for that purpose. Emergency communications required for the preservation of life and property will be given the highest priority. Response to such communication will be immediate. (2.) The following systems will be maintained as part of the hospital's emergency communication services available through the telephone system, either via direct dial or with operator assistance. Employees DIAL 12555 for emergencies. Telephone operators activate Code Blue and Crisis Pager groups, when needed. For reporting fires directly to the Fire Department when extension is either busy or not responding. (3.) Individual in-house telephone page is accessed by dialing access digits, wait for prompt and then dial 3-digit number, wait for prompt then enter number to be returned. for long range pager dial the 10-digit number. Panic alarms and intrusion alarms are in various locations throughout the hospital. (5.) The Contractor is responsible for: (a) Immediate acknowledgment and notification by the most expedient means to the proper officials of all emergency situations. (b) The immediate transmission of all requested Police, Fire, Medical, and Emergency Management radio communications. Immediate notification of Group Page on receipt of a code emergency. Use of the overhead paging system is authorized at VAMC, Northport. Providing any communications assistance possible within the systems capability on receipt of information relating to a station or off-station emergency situation. Listing of all employees with an assigned telephone page number. (4.) Immediate telephone Operator assistance may be obtained in any emergency by Dialing the "12555" from any in-house telephone on the station. The following information is required for all emergency calls: Name of caller, exact current location of emergency, (i.e. building, floor, room) and specific instructions. Type of Emergency and/or Code Any special equipment or assistance required. The Operator will confirm items (1-3) by asking the caller to repeat the information given. The operator will then: Notify the responding personnel by utilizing the proper communication method (radio, code group pagers, and/or overhead paging system). The Operator will obtain confirmation by both Police and Fire Departments to ensure receipt of message. When utilizing the group pagers, the operator will notify the code team members of the exact location and nature of the emergency. This will be done by repeating the above, 2 (two) times on two separate calls (i.e. repeat 2 (two) times on 1st call then repeat 2 (two) times on 211d call, etc.). When there is a change in code location, the Operator will re-announce the new location as in 3. ADDITIONAL SPECIAL PROCEDURES: Additional special procedures are included in the Performance Work Statement. It must be noted that Special Operations Procedures, emergency procedures, and VA Directives are constantly being added, changed, or rewritten. The included articles should in no way be considered the total of procedures that need to be followed by the Contractor. As new procedures are implemented, the COR will give the PM copies and instructions to pass on to contract operators for the performance of their duties.