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FBO DAILY - FEDBIZOPPS ISSUE OF OCTOBER 15, 2014 FBO #4708
DOCUMENT

D -- TELEPHONE OPERATOR SERVICES - Attachment

Notice Date

10/13/2014
 

Notice Type

Attachment
 

NAICS

561421 — Telephone Answering Services
 

Contracting Office

Department of Veterans Affairs;VISN17 Network Contracting Activity;7400 Merton Minter Blvd. (10N17/90C);San Antonio TX 78229
 

ZIP Code

78229
 

Solicitation Number

VA25715R0063
 

Response Due

11/17/2014
 

Archive Date

12/7/2014
 

Point of Contact

Eugene M. Hanley
 

E-Mail Address

Contracting Officer
(eugene.hanley)
 

Small Business Set-Aside

Service-Disabled Veteran-Owned Small Business
 

Description

Request for Service: Telephone Operators for South Texas Veterans Health Care System (STVHCS): Stationed at Audie L. Murphy Memorial Veterans Hospital and Kerrville Memorial Veterans Hospital, for the period of December 1, 2014 thru November 30, 2015. Base plus two option years. Statement of Work/Special Contract Requirements: 1.Services to be provided: Contractor shall provide the services listed below, to the Department of Veterans Affairs, South Texas Veterans Health Care System (STVHCS), Audie L. Murphy Division (ALMD) and Kerrville Division (KD), hereinafter called STVHCS, ALMD, and KD in accordance with the terms and conditions of this contract. Contractor employees who provide services under this contract shall have the following knowledge, and abilities, as a minimum: a.Handle all call processing including: local, long distance, International, FTS, collect, credit card, third party billing, conference, transfer of calls and other complex call processes. b.Perform related clerical duties to include: (1)Serves as Lost and Found Clerk after normal business hours or when Information desk is closed. Maintains appropriate records of lost, found and returned items. Controls key for lost and found closet. (2)Maintains various files including outgoing commercial long distance and international phone call logs. (3)Maintains PBX operator master log book and Code Blue log book. (4)Maintains/Generates/Updates daily on-call duty roster and pager list for the hospital. (5)Other administrative functions as assigned. c.Protect printed and electronic files containing sensitive data under the provisions of the Privacy Act of 1974, other applicable laws, federal regulations, VA statutes and policy, and VHA policy. Responsible for (1) protecting that data from unauthorized release or from loss, alteration, or unauthorized deletion and (2) following applicable regulations and instructions regarding access to computerized files, release of access codes, etc. d.ALMD: Serves as telephone operator for the ALMD Medical Center, Extended Care Treatment Center and Spinal Cord Injury Center. e.KD: Serves as telephone operator for the KD Hospital, Community Living Centers, and Police Service. f.Serves as initiating point of contact for Code Blue paging system and makes announcements over the public address system. g.Monitors various alarm systems including: (1)Code Blue alarm system. (2)Master console for overhead paging system. (3)Research alarm system. (4)Computerized hospital fire alarm system. (5)Computerized camera system. (6)Computerized refrigeration systems. h.Key figure in the Emergency Management Plan (EMP). Must know how to activate and coordinate as outlined in the "Emergency Preparedness Plan." Is required to handle critical, emergency, and highly sensitive calls such as: (1)Fire emergencies (2)Cardiac arrests (3)Disaster alerts (4)Equipment and burglar alarms (5)Bomb threats (6)Storm warnings (7)Code Blue/Green/Red alerts (8)Calls requiring tactful handling of confused, mentally incompetent, demanding, abusive or threatening individuals (9)Emergency calls to locate particular physicians or medical support personnel when their response is critical (10)Provide alternate routing to expedite calls, pre-empting circuits (11)Provide ultimate customer service and assistance. i.Knowledge and ability to practice acceptable telephone etiquette and procedures. j.Ability to deal with all types of professional staff members and patients. Must be able to direct and assist visitors and guests to appropriate staff for assistance. Must demonstrate courtesy at all times with focus on good customer service. k.Ability to use sound judgment in handling situations under pressure, making critical decisions sometimes without recourse to supervisory advice and assistance which can result in various levels of stress. Accuracy and diplomacy are required. Requires a high degree of mental alertness as well as a high degree of personal involvement. l.Ability to operate PBX attendant consoles, receiving regularly moderate to heavy call traffic, sometimes at a hectic tempo. The pace is such that incoming and outgoing calls must be handled in rapid succession; a number of calls and/or alarms must be handled simultaneously. m.Ability to use office computer terminals for retrieving information through use of software packages loaded on central automation systems or on personal computers. Software applications may include, but not limited to word processing, spreadsheet, or data base systems. n.Ability to use computer or paper generated scripts to facilitate and ensure correct guidance and direction to repetitive common questions or scenarios. o.Information Systems Officer, Information Protection: The contractor will have access to VA Desktop computers and will have limited access to online resources belonging to the government while conducting official government business. The certification and accreditation requirements apply to this procurement and individual security accreditation packages will be required by contracted employees. Information Security training will be required. p.Privacy Officer: The contractor will have limited access to Patient Health Information (PHI), and will have the capability of accessing patient information such as inpatient status during the services provided to the VA. Privacy Act training will be required. 2.Hours of Coverage: a.Contractor shall provide operator service on site at ALMD as follows: 365 days a year, including all holidays, covering the following shifts: (1)8:00 a.m. to 4:30 p.m. Monday through Friday (2)4:00 p.m. to 12:00 Mid-Thursday to Saturday (3)8:00 a.m. to 4:30 p.m. Saturday and Sunday (4)12:00 Mid to 8:00 a.m. Sunday to Saturday (5)Any Shift as needed for holiday and/or VA staff coverage for vacation or SL as needed (variable). This is an estimate, actual hours worked by contract personnel will determine final amount (hours worked times hourly rate). b.Contractor shall provide operator service on site at KD as follows: All weekends, all holidays, and coverage for VA staff operator absences covering the following shifts: (1)7:00 a.m. to 3:00 p.m. Saturday and Sunday (2)3:00 p.m. to 11:00 p.m. Saturday and Sunday (3)11:00 p.m. to 7:00 a.m. Sunday through Saturday (6)Any Shift as needed for holiday and/or VA staff coverage for vacation or SL as needed (variable). This is an estimate, actual hours worked by contract personnel will determine final amount (hours worked times hourly rate). 3.Quality of Work Produced: a.Timeliness: Responds to all operator assisted calls within 5 rings and initiates appropriate actions(s) upon request from caller. All updates to the operator master log will be completed promptly and accurately. b.Productivity: Contractor's employees are expected to memorize most extension numbers, and maintain an in-depth knowledge of the medical centers organization and knowledge of the staffing and functions of each service and office to facilitate handling of any type of emergency situation or complex calls that might occur. c.Quality of Work: Call processing will be accurate and free from misdirected calls. Contractor's employees are expected to demonstrate professionalism in all contacts via telephone or in person. All calls should be responded to in a courteous and tactful manner with a professional sounding voice. 4.Designation of Employees: Employees furnished under contract are not to be construed to be employees of the VA, but are employees of the contractor. They will be furnished guidance and assistance by VA staff in performing daily tasks for VA. Time will be monitored by the designated COR to ensure that prices paid are for actual work hours worked, but at no time is there an employee-employer relationship between VA and contractor employees furnished under this contract. The employee must wear an identification badge with the name of the contractor and the employee's name. Proper attire will also be required. All contract employees will participate in staff meetings and complete Computer Security training. 5.Notification: The contractor is responsible to manage leave by the contractor's employees as needed to ensure coverage as detailed in paragraph 2. 6.Supervision: The Contractor Supervisor will be available by telephone 24 hours, seven days a week, 365 days a year. At the request of the VA, the Contractor Supervisor shall be on premise within 4 hours. All employees will be assigned to the Supervisor of Enrollment and Admissions, Patient Care Support Office. 7.Timekeeping: Contractor's employees shall be required to sign in and sign out at assigned work site. All employees are required to call or email as determined by the supervisor when they arrive for duty. Contractor shall consolidate signed timecards from both ALMD and KD, ensure all time cards are legible, indicate total hours worked at each location, total hours worked for the month, and forward for each pay period to Mr. James P. Battenberg, MAS/AO via email at: james.battenberg@va.gov.
 

Web Link

FBO.gov Permalink
(https://www.fbo.gov/spg/VA/VASTHCS/VASTHCS/VA25715R0063/listing.html)
 

Document(s)

Attachment
 

File Name: VA257-15-R-0063 VA257-15-R-0063_1.docx (https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1678138&FileName=VA257-15-R-0063-000.docx)

Link: https://www.vendorportal.ecms.va.gov/FBODocumentServer/DocumentServer.aspx?DocumentId=1678138&FileName=VA257-15-R-0063-000.docx

 

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

Place of Performance

Address: South Texas Veterans health Care System;7400 Merton Minter Blvd;San Antonio, Texas

Zip Code: 78229-4404
 

Record

SN03549024-W 20141015/141013233219-9f6bb763212ea29db8180f9d8eb01344 (fbodaily.com)
 

Source

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

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