R -- TELEPHONE OPERATORS

Notice Date

June 6, 2001

Contracting Office

Contracting Officer (90C), Department of Veterans Affairs Medical Center, 1970 Roanoke Blvd., Salem, VA 24153-5483

ZIP Code

24153-5483

Solicitation Number

RFP 658-46-01

Response Due

June 22, 2001

Point of Contact

Dorann J. Burkett (540) 983-1084

Description

This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in FAR Subpart 12.6 as supplemented with additional information contained in this notice. This procurement is being conducted under Simplified Acquisition Procedures in accordance with FAR Part 13. This announcement constitutes a formal Request for Proposal (RFP) and a written solicitation WILL NOT be issued. The solicitation document and incorporated provisions and clauses are those in effect through FAC 97-25. RFP 658-46-01 should be referenced on all proposals. This acquisition is 100% small business set-aside and the NAICS Code is 561421 with a small business size standard of $5.0 million. The Contractor shall be required to provide all personnel, supervision and other services necessary to perform switchboard services at the Department of Veterans Affairs Medical Center, 1970 Roanoke Boulevard, Salem, Virginia 24153. The Government shall provide the facility, equipment and materials necessary to perform tasks. The telephone equipment provided shall consist of a computerized console type NEAX 2400 switchboard. The materials provided shall include all forms, logs, publications and other records necessary to perform the services outlined in the work statement. The Contractor shall provide services of telephone operators who shall perform to the standards in the contract. Services shall be in accordance with commercial practices and the terms and conditions of resultant contract at VA Medical Center, Salem, Virginia. In accordance with the terms, conditions, provisions and specifications of this proposal the Government intends to enter into a firm fixed price contract for a period of one (1) base year and one (1), one (1) year option, with an option to extend an additional six (6) months. Offeror should thoroughly review the specifications and become familiar with the areas of coverage prior to submitting proposal, in order to be fully aware of the scope of the services required. Failure to understand the contract's requirements shall not relieve the Contractor from performing in accordance with the strict meaning and intent of the specifications. This is an all-inclusive contract. The Government will not reimburse any cost not incorporated into the resultant contract. Contractor shall submit prices for an estimated three thousand, six hundred, and sixty four (3,664) regular hours and estimated eighty (80) holiday hours, per year, for base year and option year. Performance shall include the following: 1) Provide coverage 72 hours per week, 7 days a week as per the following schedule (including all Federal Holidays not listed in item 3 as non-work days), Sunday: 7:00 a.m. 3:00 p.m., Monday: 8:00 a.m. 4:00 p.m., Tuesday: 8:00 a.m. 4:00 p.m., Wednesday: 8:00 a.m. 4:00 p.m., Thursday: 8:00 a.m. 4:00 p.m., Friday: 7:00 a.m. 3:00 p.m., and 8:00 a.m. 4:00 p.m., and Saturday: 7:00 a.m. 3:00 p.m., and 3:00 p.m. 11:00 p.m. 2) The Federal Holidays observed by the Federal Government are: New Year's Day -- January 1, Martin Luther King, Jr.'s Birthday -- Third Monday in January, President's Day -- Third Monday in February, Memorial Day -- Last Monday in May, Independence Day -- July 4, Labor Day -- First Monday in September, Columbus Day -- Second Monday in October, Veterans Day -- November 11, Thanksgiving Day -- Fourth Thursday in November, Christmas Day -- December 25. When one (1) 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 by U.S. Government Agencies. Also included would be any day specifically declared by the President of the United States of America as a Federal Holiday. 3) The following Federal Holidays are considered non-work days: Martin Luther King Jr.'s Birthday, President's Day, Memorial Day, Independence Day, Labor Day, Veterans Day, Thanksgiving Day. 4) Persons provided by the Contractor shall be technically proficient in the skills necessary to perform the requirements of the job, to include the ability to speak, understand, read and write English fluently and they shall be computer literate. 5) Contractor personnel assigned to the contract shall: a) Provide back up coverage when necessary, (above the normal 72 hours per week schedule) within four (4) hours of notification by the Contracting Officer's Technical Representative (COTR) or the Administrative Officer of the Day (AOD). Medical Center agrees to pay a minimum of two (2) hours for unscheduled back up coverage. b) During weekends, evenings, and holidays Contractor personnel shall contact the COTR or the AOD before leaving the switchboard office and when requesting Medical Center assistance. During all other times the Supervisor, Support Services Section, shall be contacted for assistance. Breaks shall be two (2) per shift, fifteen (15) minutes each, and lunches shall be thirty (30) minutes and shall be coordinated with co-workers and/or the AOD to assure the switchboard office is staffed. c) Be polite and courteous and non-confrontational. All incoming calls to the Medical Center shall be answered with the phrase: "SALEM VA MEDICAL CENTER, HOW MAY I HELP YOU?" Refers all incoming calls to the requested party, or to the most appropriate extension number. d) Handle all operator directed calls in a professional manner. Transfers calls as directed to the accurate extension number. e) Place toll calls utilizing commercial and Government access lines following established guidelines. f) Handle emergency calls, such as fire, cardiac arrests, disasters, bomb threats, security alarms, and Engineering emergencies in a calm succinct manner according to training instructions. g) Provide general information to callers, or refers calls for information to the appropriate service. h) Be responsible for making announcements using the internal audio paging system. i) Be responsible for initiation appropriates action when alarms in the main alarm system are signaled. j) Shall enter hours-worked daily on time sheets provided by Medical Center and submit them to the COTR or AOD. k) Maintain updates daily of on-call schedules of Doctors, Nurses, Technicians and Chaplain for reference purposes. l) Maintain several types of logs such as incidence occurrences, monthly on-call schedules, and emergency notification number of key Hospital personnel. m) Daily updating of patient telephone reference book. 6) The Government reserves the right to refuse acceptance of Contractor personnel whose conduct jeopardizes patient care or interfere with regular and ordinary operation of this facility. Breaches of conduct include intoxication or debilitation resulting from drug use, theft, patient abuse, dereliction or negligence in performing directed tasks, or other conduct resulting in formal complaints by patients or other staff members to designated Government representatives. Standards for conduct shall mirror those prescribed by current Federal personnel regulations. The Government reserves the right to accept or reject Contractor personnel for rendering services. 7) Contractor personnel reporting, but unable to perform shall result in a four (4) hour penalty deducted from an outstanding invoice. The corresponding hourly rate shall apply. 8) Contractor personnel shall foster a positive working environment, maintaining courteous interactions with patients and Medical Center personnel. In the event that Contractor personnel are involved and named in a patient complaint, the Government reserves the right to refuse acceptance of services of said personnel. Non-acceptance of Contractor personnel does not relieve the Contractor from satisfying and fulfilling the contract requirements. The Contracting Officer (CO), COTR, and AOD shall deal with issues raised concerning the conduct of Contractor personnel. The final arbiter on questions of acceptability of personnel is the CO. 9) Contractor shall provide scheduled services throughout the contract period. In the event of the absence of Contractor personnel for any reason, the Contractor shall bear the responsibility of providing replacement personnel to provide the services scheduled. Replacements shall be expected at the time initially scheduled. 10) The Contractor shall designate a Point of Contact (POC) responsible for overall conduct of the contract within ten (10) calendar days of award. The name and telephone number of the POC shall be provided to both the CO and COTR. The CO, COTR or AOD shall contact the Contractor's POC concerning personnel staffing problems or other issues requiring immediate attention. The Contractor shall respond to telephone calls within thirty (30) minutes, seven (7) days per week per contract period as outlined in this RFP. 11) The Contractor shall ensure that all contract personnel are aware of the VA's policy of ZERO TOLERANCE for behavior or exhibited attitudes, which are identified as Sexual, Ethnic, or Religious Harassment or Discrimination. The use of abusive or foul language is prohibited. Veteran and employee complaints shall be investigated quickly and thoroughly. Any Contractor personnel found guilty of such improper behavior shall be terminated under this contract and escorted off VA grounds by security personnel. Civil legal actions may be pursued if justified. 12) VA Medical Center personnel shall brief Contractor personnel on Salem, VAMC policies and procedures on the first scheduled duty day. 13) Payment to the Contractor shall be reduced by actual time not worked for tardiness up to one (1) hour from scheduled start time. However the VA, on a case-by-case basis, may approve tardiness up to one (1) hour. 14) After one (1) hour of tardiness, Contractor personnel shall be considered a no show. A four (4) hour penalty shall be deducted from an outstanding invoice. The corresponding hourly rate shall apply. 15) The VA has established and shall maintain a record keeping system for verification of actual hours worked by Contractor personnel each day. Contractor personnel shall be present at Salem, VAMC and actually performing services required by the contract during the scheduled work period to be paid for that period. Contractor personnel shall sign in and out with the COTR or AOD as a method of accounting for hours worked. 16) Except in designated areas smoking is strictly prohibited on VA Medical Center grounds and is prohibited inside all Federal buildings. 17) The VA provides initial orientation and safety training. The Contractor shall provide all personnel training. New Contractor personnel shall be required to have three (3) weeks of collateral training which shall include six (6) days of week day, four (4) days of weekend and one (1) week of evening shift training with an experienced operator. 18) The Contractor shall be responsible for protecting the personnel furnishing services under this contract. To carry out this responsibility, the Contractor shall provide the following: a) Worker's Compensation Insurance, b) Professional Liability Insurance, c) Health Examinations, d) Income Tax Withholding, and e) Social Security Payments. The parties agree that such personnel shall not be considered VAMC employees for any purpose and shall be considered employees of the Contractor. 19) Payment for any leave, including sick leave or vacation time and all employment benefits shall be the sole responsibility of the Contractor. 20) Keys used to gain entry to the switchboard shall be signed out and returned at the conclusion of each shift. Keys shall be maintained by the AOD. 21) The AOD shall provide assistance and guidance during holidays, evenings, and weekend shifts. During other times questions should be directed to the Supervisor, Support Service Section. 22) Protection of computer equipment, confidentially of patient information, and the integrity of computer data at Salem, VAMC is essential. In the event of a possible security violation, the Salem, VAMC ADP Security Committee shall investigate and recommend corrective action to the appropriate agency. Patient Specific information shall be kept confidential at all times. 23) In performance of official duties, the Contractor's personnel 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 personnel are responsible for (a) protecting that data from unauthorized release or from loss, alteration, or unauthorized deletion and (b) following all applicable regulations regarding access to computerized files, release of access codes, etc., as set out in a computer access agreement which the Contractor's personnel sign. 24) Payment for services shall be monthly, in arrears, upon receipt of a properly prepared invoice submitted by the Contractor. Itemized billings shall be submitted for services furnished. Payment address: Chief, Resources Support Services (04A), VA Medical Center, 1970 Roanoke Boulevard, Salem, Virginia 24153. The contract is subject to the availability of VA appropriations. The Contractor shall perform no services after September 30th of each year until the Contracting Officer authorizes such services in writing. The Contractor shall comply with all applicable Federal, State and local laws, executive orders, rules and regulations applicable to its performance under this contract. Upon award of a contract, the Contracting Officer will appoint a COTR to assist with the contract monitoring requirements. Full text of clauses and provisions are available at Federal Acquisition Regulations (FAR): http://www.arnet.gov/far/ and Veterans Affairs Acquisition Regulations (VAAR): http://www.va.gov/oa&mm/vaar/. The following clauses and provisions apply to this acquisition and may be obtained from the web sites: 52.212-1 Instructions to Offerors Commercial Items; the offer shall submit a completed copy of provisions at 52.212-3 Offeror Representations and Certifications-Commercial Items, and VAAR 852.219-70 Veteran-Owned Small Business with their proposal. The following clauses and provisions also apply to this acquisition: FAR 52.212-4, Contract Terms and Conditions, the following clauses are added to 52.212-4 by addendum; 52.217-8 Option to Extend Services; 52.217-9 Option to extend the Term of the Contract; 52.224-1 Privacy Act Notification; 52.224-2 Privacy Act; 52.228-5 Insurance Work on a Government Installation; 852.270-1 Representatives of the Contracting Officer; 852.237-70 Contractor Responsibilities; 852.270-4 Commercial Advertising; 52.212-5 Contract Terms and Conditions Required to Implement Statutes or Executive Orders-Commercial Items. 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 Civil Monetary Penalty (CMP) of $10,000 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. CMPs 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/bid, the Contractor certifies that he/she has reviewed the OIG List of Excluded Individuals/Entities and that the proposed candidate(s) and/or firm is not listed as of the date the offer/bid was signed. Proposals shall be due by close of business, 4:30 p.m., local time (EST), Friday, June 22, 2001. Prices shall be submitted on company letterhead with original signature of official authorized to bind the offeror's organization. All proposals shall be submitted to Contracting Officer (90C3), VA Medical Center, 1970 Roanoke Boulevard, Salem, Virginia 24153.

Record

Loren Data Corp. 20010608/RSOL008.HTM (W-157 SN50O103)