V212--Non-Emergent Medical Transportation Phoenix VA Healthcare System (PVAHCS)

Active

Contract Opportunity

This is not a solicitation announcement. This is a pre-solicitation notice only. The purpose of this notice is to announce that the Department of Veterans Affairs, Veterans Integrated Service Network (VISN 22), Network Contracting Office (NCO) 22 is seeking contractors interested in providing a quote for Non-Emergent Wheelchair, Stretcher, and Ambulatory Transportation Services at the Phoenix VA Healthcare System (PVAHCS) located at 650 E. Indian School Road, Phoenix, AZ 85012. The resulting contract will be an Indefinite Delivery/Indefinite Quantity (IDIQ), firm-fixed-price contract with a one-year base period and four one-year option periods. Solicitation shall be issued on or about July 18, 2025. The following NAICS code: 485991 and PSC code: V212 apply to this requirement. This is a 100% Service-Disabled Veteran Owned Small Business (SDVOSB) set-aside. ALL SDVOSB s MUST BE CERTIFIED WITH THE GOVERNMENT. All interested parties must respond to the solicitation announcement. A response to this notice is not a request to be added to a prospective bidders list or to receive a copy of the solicitation. Telephone responses will not be accepted. Point of Contact for this announcement is Katharine Robert at katharine.robert@va.gov.

*DRAFT* PERFORMANCE WORK STATEMENT (PWS) *SUBJECT TO CHANGE*
Performance Work Statement
Title: Non-Emergent Wheelchair Transportation Services (PVAHCS)

GENERAL: The purpose of this Performance Work Statement (PWS) is to provide Carl T Hayden VA Medical Center (PVAHCS) with the services required to safely transport patients. The contractor shall furnish all the necessary personnel equipment to provide Wheelchair Van transportation services to the beneficiaries of PVAHCS. The main hospital is located at located at 650 E Indian School Road, Phoenix, AZ 85012. Services will also be rendered to beneficiaries in the area of the thirteen Community Based Outpatient Clinics that fall under the PVAHCS catchment area. Services provided will be to provide transportation from a pre-designated pick-up point (generally the beneficiary s residence) and the pre-designated drop-off point (generally a medical facilities that is providing care), as well as return trips. This service shall also occasionally include special arrangements (including, but not limited to: bariatric, high-back wheelchairs, caregiver transport, or service animals), and therefore will facilitate any & all the special needs and requirements to entirely cover all transportation needs that may arise by the beneficiary being transported.

BACKGROUND: The services for wheelchair van have been used to provide transportation beneficiaries receiving healthcare at Veterans Affairs (VA), as well as non-VA authorized facilities where the VA has authorized to be provided. These services are a necessity in providing the best quality of care for our beneficiaries.

Payment by VA under this contract to a provider of wheelchair transportation services authorized under this contract extinguishes any and all liability on the part of the VA BENEFICIARY for that transportation service. UNDER NO CIRCUMSTANCES ARE VA BENEFICIARIES, THIRD PARTY INSURANCES, MEDICARE, OR MEDICAID TO BE BILLED FOR THE SERVICES PERFORMED UNDER THIS CONTRACT.
Note: This contract is not for emergency medical services. Ambulette services shall meet all applicable federal [VHA Directive 1695(1)], state, and local regulations.

2.0 SCOPE:
2.1. Contractor shall furnish all parts, labor, equipment, personnel, qualified supervision, and vehicles necessary to provide the appropriate means of transportation required by this contract.

2.2. Transportation Coordinator: Contractor shall provide an on-site Transportation Coordinator for PVAHCS VA Travel Department. No Government Furnished Equipment (GFE) or Wi-Fi access will be provided to the Contracted Vendor Transport Coordinator. A working space for the employee within the Travel Department will be provided to handle daily operation tasks. The responsibilities of the Contracted Vendor Transportation Coordinator include:
The single point of contact for the VA Travel Department staff.
Available on site at PVAHCS Monday through Friday, 0730 to 1600.
Provide real time data entry of approved transports.
Assist Travel Department team with questions and/or concerns involving Transportation Services.
Provide Estimated Time of Arrival (ETA) for Veterans and Travel Department team.
Assist with data collection for requested travel arrangements to ensure VA contract and billing terms are met by Contractor.
Mitigate any discrepancies in information which may occur post transport.

2.3. Drivers/Attendants:

2.3.1. Services shall be provided by a qualified driver, licensed in accordance with applicable state, city, and local regulations.

2.3.2. Drivers/attendants shall be trained in various methods for securing patients utilizing wheelchair lifts, restraint systems, and other assistive devices during transportation.

2.3.3. Drivers/Attendants must have successfully completed an American Red Cross Standard First-Aid and Personal Safety Course or any other related courses in first aid and have current certifications.

2.3.4. Drivers/Attendants must be enrolled periodically in refresher continuing education, or advanced training programs as required by the State of Arizona, but in no instance
shall this be less frequent than every two years. Such refresher training must be equivalent to that developed by the American Red Cross Standard first aid and personal safety.

2.3.5. Record of each employee s qualification must be maintained at the Contractor s
establishment and made available for inspection upon request.

2.3.6. Contractor shall ensure that all drivers and staff performing under this contract comply with the participating VAMC alcohol and drug free workplace policy.
Contractor shall conduct random alcohol and drug tests on all drivers. Random alcohol and drug tests shall be conducted at least once a year on each employee
performing under the resulting contract. Drivers shall also be subject to drug and alcohol testing when reasons exist to suspect the use of illegal drugs and/or alcohol
while on duty that impaired judgment, performance, and operation of vehicles and the safety of Veteran patients. Upon request, the Contractor shall provide evidence or copy
of the results of employee drug and alcohol testing.

2.3.7. Solicitations by Contractor personnel of beneficiaries for any reason is STRICTLY PROHIBITED.

2.3.8. VHA Directive 1695 Deviation for Section O. Drivers Items (10): Door-to-Door Services. Regarding door-to-door services; when the veteran transport requires stretcher transport, the Contractor will enter the pickup / drop-off location to aid the veteran onto the stretcher. The entering of the pickup / drop-off location is for stretcher transport ONLY; all other transport services are door to door. If the veteran uses other medical equipment or devices (i.e. Hoyer lift) a caregiver, medical professional, or family member must operate the equipment, not the Contractor.

ACRONYMS:

AOD- Administration Officer on Duty
BAA Business Associate Agreement
CFR Code of Federal Regulations
PVAHCS Phoenix VA Health Care System
CO Contracting Officer
COR Contracting Officer s Representative
CPARS Contractor Performance Assessment Reporting System
FAR Federal Acquisition Regulation
FIPS Federal Information Processing Standard
GPS Global Positioning System
HCF Health Care Facility
ISO Information Security Officer
NARA National Archives & Records Administration
POC Point of Contact
PSC State Public Service Commission
USC United States Code
VA Veterans Affairs
VTS Veterans Transportation Service

PERIOD OF PERFORMANCE

4.1 The anticipated period of performance is a base plus four option years from 10/01/2025 9/30/2030.

5. PLACE OF PERFORMANCE

Main facility- located at 650 E Indian School Road, Phoenix, AZ 85012
PVAHCS 32nd Street Clinic located at 400 North 32nd Street, Phoenix, AZ 85008
Northwest VA Clinic located at 13985 West Grand Ave., Surprise, AZ 85295
SSgt Alexander W. Conrad VA Clinic (Southeast) located at 3285 S. Val Vista Drive, Gilbert 85295
Thunderbird VA Eye Clinic located at 9424 North 25th Ave., Phoenix, AZ 85021
Northeast VA Healthcare Clinic located at 11390 East Via Linda, Scottsdale, AZ 85259
PVAHCS Midtown VA Clinic located at 5040 North 15th Ave., Phoenix, AZ 85015
Southwest VA Clinic 9250 West Thomas Road, Phoenix, AZ 85037
Globe CA Clinic 5860 Hospital Drive, Globe, AZ 85501
Show Low VA Clinic 5171 Cub Lake Road, Show Low, AZ 85901
Community Resource and Referral Center (CRRC) 1500 East Thomas Road, Phoenix, AZ 85014
Fairmont Building 4001 North 3rd Street, Phoenix, AZ 85012
Missouri Building 711 East Missouri Avenue, Phoenix, AZ 85017
Payson VA Clinic 903 East Highway 260, Payson, AZ 85541
All Community Care facilities within the following Zip Codes including but not limited to:

Maricopa County
85142
85308
85041
85345
85033
85008
85338
85035
85009
85282
85234
85339
85037
85207
85022
85201
85379
85286
85295
85296
85224
85212
85281
85323
85225
85254
85353
85249
85205
85051
85283
85015
85226
85202
85255
85382
85806
85017
85044
85209
85374
85213
85021
85210
85298
85251
85027
85297
85260
85029
85392
85233
85303
85302
85340
85208
85018
85248
85206
85043
85042
85395
85016
85023
85040
85335
85048
85388
85020
85031
850331
85050
85257
85351
85032
85375
85019
85053
85304
85381
85014
85396
85085
85024
85006
85306
85258
85268
85259
85284
85013
85139
85028
85310
85288
85083
85373
85253
85215
85305
85355
85307
85118
85262
85266
85378
85004
85087
85054
85321
85289
85289
85337
85077
85263
85264
85320
85250
85387
85007
85012
85361
85003
85390
85354
85256
85034
85045
85239
85363
85322
85329
85309
85545
85287
85333
85377
85219
85025
85098
85227
85097
85099
85096
85290
85055
85313
85385
85318
85327
85343
85358
85372
85376
85236
85244
85246
85252
85261
85267
85271
85269
85275
85274
85277
85280
85285
85299
85311
85312
85001
85002
85005
85011
85010
85026
85030
85036
85039
85038
85036
85039
85038
85046
85060
85062
85061
85064
85063
85066
85065
85068
85067
85070
85069
85072
85071
85074
85073
85076
85075
85078
85080
85079
85082
85211
85214
85216
85190
85127
85326
85204
85301
85137
85147
85618
85192
85272
85292
85172
85221
85279
85231
85241
85135
85245
85237
85273
85218
85217
85217
85238
85293
85294
85220
85278
85228
85291
85191
85141
85121
85130
85145
85117
85178


Navajo County
85901
85902
85911
85935
85929
85920
85912
85942
85928
85930
85934




Gila County
85501
85502
85541
85547



Other VA Medical Centers, Hospitals, or CBOCs within Veterans Integrated Service Network (VISN) 22 including, but not limited to:

VAMC Name
Address
Bob Stump VA medical Center
500 Highway 89 North, Prescott, AZ 86313
Tucson VA Medical center
3601 S. 6th Avenue, Tucson, AZ 85723
6. HOURS OF OPERATION

6.1 Wheelchair Van services are required twenty-four (24) hour/seven (7) day a week, including observed Federal holidays.

6.1.1 FEDERAL HOLIDAYS: The following are the observed federal holidays: New Year s Day, Martin Luther King s Birthday, President s Day, Juneteenth, Independence Day, Labor Day, Juneteenth, 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.
6.1.2 When one of the above designated legal holidays falls on a Sunday, the following Monday will be observed as a legal holiday. When a legal holiday falls on a Saturday, the preceding Friday is observed as a holiday by U.S. Government agencies.

7. GENERAL REQUIREMENTS

7.1 The contractor shall pick up and deliver the beneficiary(s) to the pre-designated specific address and clinic where the medical treatment is to be provided. Beneficiary(s) shall be picked up within 15 minutes of the scheduled pick time (before or after the scheduled pick-up time). In no instance shall the contractor drop beneficiary(s) off in the hall or entrance of the VA or other non-VA facilities and instead will escort beneficiary(s) to internal destination clinic. Adherence to schedules is of utmost importance. The contractor shall pick up the beneficiary(s) as near the scheduled pickup time as possible but may arrange with beneficiary(s) consent earlier or later, so long as it does not interrupt the medical appointment or care.

Note: The VA requires patients to check-in 15 to 30 minutes prior to their scheduled appointment time.

7.2 The contractor shall at all times maintain sufficient telephone capacity to ensure immediate communication access between PVAHCS and the contractor s dispatch facility for the purposes of conducting business in the performance of the contract.

7.3 The contractor shall have telephone coverage to accept calls from PVAHCS 7 days a week/24 hours a day/365 days a year. The Contractor shall provide PVAHCS Transportation Offices with a back-up telephone number that is also accessible 7 days a week/24 hours a day/365 days a year. The Contractor shall update PVAHCS with any change in the telephone numbers, points of contacts, or operational status.

7.4 The contractor shall always ensure their own internal availability of mobile radio and/or cellular telephone communication with all vehicles providing transportation service at all times. Vehicles transporting PVAHCS beneficiary(s) must be reachable and accountable to provide status updates, estimated arrival times, or for safety compliance.

7.5 The contractor shall provide the COR with the name and phone number of the dispatch person to contact for the service requests. The contractor shall provide the COR with the name and phone number of the site supervisor, dispatch supervisor, or other contractor employee with the authority to address complaints or problems.

7.6 Generally, up to two patients may be transported on one trip, however, no more than the number authorized by DHEC (Department of Health and Environmental Control). With proper written approval, the PVAHCS shall allow the contractor to charge on a per-patient basis when more than one patient is transported. The contractor shall ensure that pick-ups and drop-offs are scheduled so that the total distance traveled shall result in the most economical charge to the Department of Veterans Affairs. One attendant/caregiver/escort, who is at least 18 years of age, shall be permitted to accompany any beneficiary at no additional charge.

7.7 For all one-way trips of the PVAHCS, the contractor shall receive the flat rate awarded for that trip. Initial access to the VetRide system is controlled by the PVAHCS transportation office (and secondarily by the COR). The contractor s dispatch team and drivers will maintain their own individual accounts to the VetRide system, and utilize that system to receive, accept, schedule, and invoice for every trip. The VetRide system will be accessed by the contractor s dispatch team at https://third-party.vetride.va.gov/app/login, and by the contractor s vehicle drivers via QR-code enabled mobile app.

7.8 The contractor shall be responsible for patient safety and welfare during the transport of beneficiary(s). The contractor shall ensure that the beneficiary s belongings are properly accounted for and delivered with the patient. The contractor shall be held responsible for patient and/or Government property during transport. Any damaged or lost wheelchairs, walkers, crutches, or any other belongings, will be replaced by the contractor at no additional cost to the Government or beneficiary. The Government requires the contractor to exercise extreme caution and care in the handling of patients. Any abuse of patients shall be grounds for default action or termination of the contract.

7.9 The VA reserves the right to bar any contractor s vehicle driver from transporting VA beneficiaries.

7.10 The contractor shall self-manage their own departure times, schedule, pick-up times, manifests, special instructions, and all other facets of transportation to ensure that the beneficiary(s) are delivered at the designated time, location, and date to ensure no delays in medical care or missed appointments. Generally, this requires the beneficiary to be delivered 15-30 minutes before the scheduled time of their medical appointment. The contractor shall arrive promptly to same-day and will-call requests, but no more than 60 minutes from the time at which they were notified that the beneficiary(s) were ready.

7.11 The requests made for transportation shall be transmitted to the contractor via the VetRide system (or in the event of VetRide outage, via telephone with email/fax written confirmation). Transport requests shall only be accepted from a pre-designated list of approved VA staff. The contractor s dispatch team will refresh and monitor the VetRide system s Third Party Portal during business hours, for transport requests to be submitted by PVAHCS transportation office.

7.12 If the PVAHCS transportation office (or AOD, if after hours) cancel a scheduled trip with greater than 2-hours advance notice, the contractor s dispatch team shall change the status of the trip for each such request within VetRide system from Scheduled to Canceled , to confirm as such and indicate that no charges will be made against the PVAHCS for canceled trips. For requests transmitted to the contractor with less than 2-hours before the scheduled pick-up time (or the similar reasonable travel duration for trips that are greater than 2-hours away) and which the contractor is unable to complete without exceeding the imposed contractual time limits, the contractor will notify the PVAHCS transportation office (or AOD, if after hours), and change the status of the trip for each such request within VetRide system from Assigned to Refused . If any trip is canceled (through no fault of the contractor) with less than 2-hours advance notice, or if a beneficiary(s) is not at the designated location and unable to be reached, or is unable to be transported, or refuses to be transported, the contractor will notify the PVAHCS transportation office (or AOD, if after hours), and change the status of the trip for each such request within VetRide system from Scheduled to Canceled . The contractor shall be reimbursed for these No Show trips as a one-way calculation, in accordance with section 6.7 of this document, if such a status meets the circumstances of the preceding sentence.

7.13 Failure to Provide Services: If Contractor is unable to furnish Wheelchair service within the timeframe stated, Contractor is responsible for furnishing alternative transportation to meet patient pick-up requirements. If Contractor is unable to find alternative transportation, the VA reserves the right to obtain the service from another source and to charge the Contractor with any excess cost that may result. The VA shall be the sole judge in determining when to order service from another source.

VEHICLE REQUIREMENTS: All vehicles used to provide services under this contract shall meet the following requirements.

8.1 Vehicles used for transportation of beneficiary(s) will not exceed (6) years beyond the year date of vehicle manufacture date.

8.2 Vehicles used for transportation of beneficiary(s) shall have functioning mechanisms that ensure all access doors are capable of being opened from the inside and remain closed and secure during travel.

8.3 Vehicles used for transportation of beneficiary(s) shall have a functioning speedometer, indicating speed in miles per hour and a functioning odometer correctly indicating the distance in tenths of a mile.

8.4 Vehicles used for transportation of beneficiary(s) shall be equipped with operational air conditioning and heating systems. If the air conditioning system becomes inoperable during a day when the high temperature is forecast to reach 79 degrees or more, the vehicle shall be immediately pulled from service at the termination of the current trip and shall not again be used for service under this contract until the air conditioning system has been repaired.

Vehicles used for transportation of beneficiary(s) shall have an exterior free of grime, oil, or other substances and free from cracks, breaks, dents, and damaged paint that noticeably detracts from the overall appearance of the vehicle.

Vehicles used for transportation of beneficiary(s) shall be equipped with hubcaps or wheel covers.

8.7 Vehicles used for transportation of beneficiary(s) shall have all body molding in place, or if removed, holes shall be filled and painted.

8.8 Vehicles used for transportation of beneficiary(s) shall have a passenger compartment that shall be clean of dirt, free from torn upholstery or floor coverings, damaged or broken seats, protruding sharp edges, and vermin or insects.

8.9 Vehicles used for transportation of beneficiary(s) shall have an unobstructed vision on all sides, including but not limited to no equipment mounted on dashboard or windscreens, back-up cameras (if applicable) functioning properly, all windows and mirrors free of cracks or damage, and no luggage, equipment, or other items that might obscure the mirrors or windows.

8.10 Vehicles used for transportation of beneficiary(s) shall be equipped with an operable two-way radio and/or cellular telephone communication system, which afford contact with the vehicle during any point of operation. Beepers/pagers are not an acceptable substitute. Requests from PVAHCS about vehicle location, status, estimated arrival time, or any other inquiries should be able to be resolved promptly and accurately.

8.11 Vehicles used for transportation of beneficiary(s) shall meet all safety and mechanical standards established by Local, State and Federal statutes and regulations.

8.12 Vehicles used for transportation of beneficiary(s) shall have windows and doors, which can be opened and closed in accordance with manufacturer standards.

8.13 Vehicles used for transportation of beneficiary(s) shall not have leaks of any kind.

8.14 Vehicles used for transportation of beneficiary(s) shall be equipped with a functioning horn.

8.15 Vehicles used for transportation of beneficiary(s) shall have operable seat belts on all seats.

8.16 Vehicles used for transportation of beneficiary(s) shall have fully charged, certified, and non-expired fire extinguisher.

8.17 Wheelchair vehicles shall have wheelchair tie-down straps and effective securing devices to secure both wheelchair and wheelchair occupants.

8.18 Have a backup for all lift or ramp functions. The lift or ramp shall incorporate an emergency method of deploying, lowering to ground level with a lift occupant, and raising and stowing the empty/occupied lift if the power to the lift fails.

8.19 Vehicles used for transportation of beneficiary(s) shall have a fixed seat position or a fixed secured floor or sidewall wheelchair lock shall be approved for each ambulatory or wheelchair restricted passenger being transported, according to the passenger s needs. Drivers will ensure all wheelchair tie-down straps or locks, seat belts, and shoulder harnesses are in place and secured before the vehicle is moved. Drivers will monitor and ensure that safety devices are used appropriately throughout the duration of the trip and will escalate issues immediately for deficiencies of such.

NAVIGATIONAL/GLOBAL POSITIONING SYSTEM REQUIREMENTS

All Vehicles shall be equipped with a GPS system that has the following capabilities:

Line Mapping step-by-step directions
Summary - gives you a daily report on the driver s activity for the day
Stop indicates where, when, and for how long the vehicle stopped
Speeding gives you the speed the vehicle is going from point to point
Mileage gives you the daily travel mileage from point to point daily
Ignition indicates when the vehicle starts up
Landmark Stop gives you point-by-point directions with major landmarks
Engine idle tells you that the vehicle has stopped and is on/running
Maintenance lets you know when it is time for an oil change/tune-up
State Mileage indicates long-distance trips mileage and tracking

VEHICLE INSPECTIONS

10.1 Contractor shall have and maintain a record of preventive maintenance checks and internal inspections for all vehicles being used for service. The contractor shall provide the COR with a copy of the most current preventive maintenance checks and inspections before that vehicle s use during the performance of this contract. Vehicles, maintenance records, and internal inspection logs shall be made available to the COR for bi-annual inspections, or whenever the PVAHCS feels such inspections are required. The contractor shall provide the COR with a list of all vehicles used to provide services under this contract, which will include each vehicle s Vehicle Identification Number (VIN), license plate/registration numbers, and insurance certificates, prior to that vehicle entering service. An updated list shall be provided to the COR annually, or when any new vehicle is added to the contractor s fleet, or upon request of the COR. These scheduled or unscheduled inspections shall be coordinated between the COR and contractor in such a manner that shall not disrupt contract performance.

10.2 Every vehicle shall be made available for external inspection at any reasonable time before the initiation of, or during the performance of, this contract when requested by the CO or COR. Any vehicle found not in conformity with any of the above standards shall be removed from service immediately, or any vehicle receiving two (2) or more unsatisfactory findings within a fourteen (14) day period shall be removed from service immediately. Vehicles removed shall not be put back in service until subsequent inspections verify correction of the deficiencies, and a written report is provided to the COR of the findings and outcome. PVAHCS reserves the right to order the immediate removal from service of any vehicle not in compliance with any vehicle standards referenced herein at any time.

11. DRIVER/CONTRACTOR PERSONNEL QUALIFICATIONS

11.1 Drivers:
(a) The contractor shall conduct pre-employment and annual driver s history checks to ensure that no drivers providing services under this contract shall have more than ten (10) points on their driver s license within a 24-month period, none of which were assessed for Reckless Driving , Aggressive Driving , or other similar moving violation related to safety. PVAHCS reserves the right to order the removal from service under this contract, any driver who violates the provisions of this section. The contractor shall maintain a record of an updated and legible copy of the state driver s license as supporting documentation, in addition to the records from the formal driving history check.

(b) The contractor shall maintain a record of each employee as to the character, current driving records (described in section 10.1(a) of this contract), and physical suitability/capabilities to safely and adequately perform the duties of a wheelchair vehicle driver. The contractor shall make these records available for inspection upon request by the contracting officer or the COR, at any reasonable time.

(c) Drivers shall not transport PVAHCS beneficiaries if they appear to be ill, under the influence of drugs or alcohol, or any other state that is (or appears to be) unsafe. Drivers shall not transport anyone who insists on smoking during the transport, this includes the contractor s staff, beneficiary(s), caregivers/escorts/attendants, or any other person. All contractor s staff shall at all times display professional manners and courteous behaviors, including polite mannerisms, clear communication, and responsive and prompt interactions with every party. Rude or obscene behaviors or language shall not be accepted, and complaints of such may be grounds to remove the driver (described in section 10.1(a) of this contract).

(d) Drivers shall wear appropriate attire or uniforms, and with a picture identification (ID) badge that clearly identifies their name and the company they work for.

(e) The contractor shall demonstrate to PVAHCS that their employees are adequately trained in the safe and proper transport of beneficiary(s) by presenting a certification of detailed initial training, and annual refresher or remedial training adequate.

11.2 Health, Suitability, and Physical Fitness Requirements:
Contractor shall provide for all employees assigned to work under this contract a detailed pre-employment screening and attestation that each employee is physically able to perform all general duties, functions, and activities required of their position, before they are approved to work on this contract. Such screenings will explicitly describe that the employee shall be free from any communicable disease; shall be in good general health, without physical defects or abnormalities which would interfere with the full performance of these duties; shall possess binocular vision correctable to 20/30 (Snellen); shall be free of color blindness and be capable of hearing ordinary conversation at 15 feet with either ear without the benefit of a hearing aid. The contractor s employees assigned to work under this contract shall personally certify in writing that they are not addicted to alcohol or any controlled substances.

All employees shall be literate and able to communicate with clients in English to the extent of reading and understanding printed regulations, detailed written orders, training instructions and material, and shall be able to compose reports which convey complete information. The Contractor is to attest in writing, that the ability of all individual employees designated to provide service for this contract meets the requirements of section 10.2(b).

Contractor shall provide for all employees assigned to work under this contract a detailed annual health screening and refreshed attestation that each employee continues to be physically able to perform all general duties, functions, and activities required of their position, described in detail of section 10.2(a).

Contractor shall produce and maintain a report of the initial, annual, and ad-hoc physical examination records describing the requirements of section 10 of this contract, for each employee who is assigned to work under this contract. Such reports shall be provided to the COR annually and upon request.

DRIVER/CONTRACTOR PERSONNEL CONDUCT

12.1 The following acts are not permissible by the contractor s employees that provide services under this contract at any time, regardless of whether such conduct occurs while on VA premises or not, during any point that the employee is working on this contract:

Use of intoxicating liquors, alcohol, narcotics, or other controlled substances of any kind, without a doctor s prescription while on duty or reporting for duty. Vehicle drivers are further restricted to abstaining from the use of intoxicating liquors, alcohol, narcotics, or other controlled substances of any kind which may impair driving ability or safety, regardless of a doctor s prescription for such substance.
Gambling in any form.
Smoking, chewing, dipping, vaping, and all other uses of tobacco or tobacco-derived products while on duty. All persons at all times are prohibited from tobacco use within vehicles.
Carrying of pistols, firearms, or any other concealed weapons.
Resorting to physical violence to settle a dispute with a fellow employee, customer(s) or the general public while on duty.
Spitting in prohibited places, or any other unsanitary, offensive, or insensitive practices or behavior.
Use of loud, indecent, or profane language and/or making threatening or obscene gestures toward customers or other employees.
Stopping or conducting personal business, including excessive use of restroom facilities, while vehicle is occupied by a passenger. This also includes running personal errands, making deliveries, transporting items not sanctioned by the PVAHCS, or attempting to engage in other unsanctioned business arrangements while performing services under this contract. The driver shall not leave the vehicle with the key in the ignition at any time.
Engaging any person in a verbal confrontation to settle a disagreement. Should a disagreement arise, the driver shall contact his dispatcher/supervisor via the radio system.
Soliciting or accepting tips, business opportunities, or unsanctioned business from customers, companions, or others at any time.

12.2 Any contractor s employee who accumulates three (3) substantiated complaints during a 12-month period shall be prohibited from providing any further services under this contract. The PVAHCS reserves the right to bar any person from entering VA property, transporting VA beneficiaries, or conducting any other personal or professional business with the PVAHCS should an item of this contract be violated.

CERTIFICATION OF INSURANCE COVERAGE

13.1 Before award of the contract, the contractor shall furnish to the contracting officer a certificate of insurance containing bodily injury liability insurance coverage written on the comprehensive form of policy of at least $500,000 per occurrence, $200,000 per person and $500,000 per occurrence for bodily injury and $50,000 per occurrence for property damage, as well as an endorsement to the effect that cancellation or any material change in the policies which adversely affect the interest of the Government shall not be effective unless a thirty (30) day written notice of cancellation or change is furnished to the contracting officer. The term shall endeavor is not acceptable as issued by insurance carrier. This insurance coverage certificate must specifically provide coverage to incidents that occur while transporting beneficiaries.

ORDER PLACEMENT AND SAME DAY TRANSPORTATION REQUEST

14.1 The contractor shall have a dispatcher available 24 hour a day/7 day a week to receive requests. PVAHCS transportation office (or AOD, if after hours) will communicate transportation orders to the contractor via the VetRide software system (or in event of a VetRide outage, verbally via telephone with email/fax written confirmation afterward). Transport requests or changes shall only be accepted from a pre-designated list of approved VA staff. PVAHCS will maintain an internal log of all trip requests sent. A reconciliation of the next business day s entire transport schedule will be conducted by 4:00pm each day, via telephone call between the PVAHCS transportation office and the contractor s dispatch team. This reconciliation call is to provide a secondary level confirmation of the next day s scheduled patients, destinations, and times, and prevent beneficiary(s) to miss their appointments.

14.2 Placing Orders: The contractor s dispatch team will regularly refresh and monitor the VetRide system s VetRide Third Party Portal during business hours, for transport requests to be submitted by PVAHCS transportation office. Trips will be sent to vendor via VetRide. Vendor will have the option to Accept or Refuse trip.

14.3 Same Day Transportation Request:

14.3.1 During the day it may become necessary to add patients to the contractor s list with little advance notice and may be referred to as a same-day , ad-hoc , at-will , or other such designation. When this occurs, PVAHCS transportation office (or AOD, if after hours) will communicate these same-day requests via VetRide to the contractor.

14.3.2 Same-day requests that are able to be accommodated by the contractor within the imposed contractual time limits, the contractor s dispatch team will change the status of each such trip within the VetRide system. Vendor will have the option to Accept or Refuse trip.

WAIT TIME

15.1 Wait time is defined as the amount of time spent waiting, through no fault of the contractor, after a scheduled pick-up time, such as when a beneficiary s medical appointment has run late.

15.2 For time lost in waiting at either end of the trip due to causes beyond the contractor s control, the contractor shall be reimbursed at the rate specified in the cost and price schedule in quantities of 15-minute units. If a pick-up location changes or is otherwise different than at the initially designated place, the contractor shall call the PVAHCS transportation office (or AOD, if after hours) as soon as the contractor anticipates that a delay may develop for which he/she expects to claim reimbursement. This verbal telephone is only for the purpose of verifying the accurate time and location at the pick-up point but must be followed up by a written request to the designated COR, PVAHCS transportation office supervisor, or AOD for approval to claim wait time. Wait time that is caused by the contractor s error, avoidable delays, or some other such reason that is within the contractor s control will not be billable to PVAHCS.

15.3 Every wait time claim is required to be pre-approved by the appropriate PVAHCS authority, with the written request that follows detailing the specific circumstances and cause (especially if the cause is an individual or clinic). Wait time may often be preapproved in writing by the PVAHCS transportation office in the notes added to the VetRide trip order that is transmitted to the contractor through that system.

16. SERVICE DISRUPTION

16.1 The contractor shall immediately report all vehicle breakdowns or other problems that may cause service disruptions to the COR (or AOD, if after hours). When breakdowns occur, the contractor shall provide a backup vehicle to minimize any delay or inconvenience to the customer(s). When conditions, neither foreseeable and/or controllable by the contractor occur, such as severe storms, flooding, hazardous road and travel conditions, time and distance requirements shall be considered secondary to safety precautions. Delays or exceptions to the required quality of services shall be reported to the COR (or AOD, if after hours).

16.2 Contractor shall immediately report all medical incidents, vehicle accidents, or safety incidents (such as but not limited to patient falls or trips), including those where there is no apparent injury to the patient, which occurs while transporting VA beneficiaries. The contractor s driver shall provide a written report documenting the facts of the incident/accident to the contractor immediately upon safe conclusion of the occurrence. The contractor will provide the CO or COR a detailed written report within 24 hours of the incident s occurrence, which will include the driver s statements, as well as any other supporting findings, records, logs, or reports relevant to the circumstance. Specifically, this written report shall include the full names, addresses, and telephone numbers of any witnesses, as well as any applicable police report numbers. Every accident involving major damage, serious personal injury, or loss of life shall be reported to the COR immediately. All such incidents and their relevant records shall be kept for a minimum of three (3) years for each accident a vehicle is involved in, including the repair work required to return the vehicle to service, post-incident conclusions, actions taken, or any other such records.

17. CANCELLATIONS

17.1 Contractor shall have a contingency plan for service disruption and provide to the VA prior to contract award.

17.2 In the event that a contractor cannot perform a transport that falls within the parameters of the specifications of this contract, and the PVAHCS is required to get another company to perform the service, the contractor shall pay for the service and the VA will bill the contractor.

18. EMERGENCY PREPAREDNESS PLAN: During a disaster the contractor shall continue to provide wheelchair services by assisting during evacuation efforts. A Disaster Plan shall be determined by the Medical Center Director requiring patient to be evacuated from hazardous conditions to a safe environment until the disaster has passed. The contractor will create and maintain an updated disaster reaction plan, to detail the specifics of how the contractor s services will continue and function during such an event.

19. PERFORMANCE REQUIREMENTS

19.1 The contractor shall maintain performance standards in accordance with the Performance requirement summary.

19.2 Drivers shall wear appropriate attire with a picture identification (ID) badge that clearly identifies the company they work for.

19.3 Driver shall ensure the patient has been completely secured (fastened seat belts) prior to transport.

19.4 Contractor shall immediately notify the COR of any vehicle breakdowns or other problems that can result in service disruption.

19.5 Contractor s performance shall be in conformance with all Federal, state, and local laws to include Department of Transportation, 49 CFR, and Parts 27, 37, 38, 571 and VA Standards. All regulations of the State Public Service Commission (PSC) (of where the contractor s facility is located) governing the control, operation of and licensing of the transportation contractor are incorporated herein by reference. All records submitted to and/or compiled by the PSC regarding inspections, safety, records, and manifests, may be reviewed prior to awarding a contract and periodically throughout the term of contract.

19.6 The COR shall monitor the service provided. The contractor shall cooperate with the COR in providing information and answering questions related to any and all incidents. All complaints received by the COR and forwarded to the contractor shall be investigated promptly. After investigation and disposition, the contractor shall respond to the COR in writing within five (5) working days after receipt by the contractor.

19.7 PERFORMANCE REQUIREMENT SUMMARY

REQUIRED SERVICE
PERFORMANCE
STANDARD
MONITORING
METHOD
INCENTIVE/DISINCENTIVES FOR MEETING OR NOT MEETING THE PERFORMANCE STANDARDS
Schedule reconciliation
(quality)
Confirm future service requests via confirmation within VetRide system upon receipt, and also via telephone call with transportation office no later than 4:00 pm each business day. Para. 14.1
Date/time stamp within VetRide system.
Reconciliation telephone call with transportation office.
Successful or Unsuccessful meeting the performance standards will be reflected in the Contractors Performance Assessment Reporting System (CPARS).

Timeliness of services: Pick-up and Drop-off (timeliness)
Drop-off patients at designated destination within 15 minutes (before or after) scheduled time. Pick-up patients within 15 minutes (before or after) scheduled time.
Para. 7.1
Date/time stamp within VetRide system. Trip ticket. Patient Inquiry.
Successfully or Unsuccessful meeting the performance standards will be reflected in the Contractors Performance Assessment Reporting System (CPARS).

Wait time
(quality)
Contractor shall make a written request for wait time at least 30 minutes after the pick-up or drop-off time, when the cause of the wait time is not due to the contractor s own actions/inactions.
Para. 15.1
Date/time stamp from faxed or emailed request for wait time to transportation office or AOD.
The contractor will be paid the rate stipulated in the contract for wait time once 30 minutes has elapsed for all wait time only when authorized. Successful or Unsuccessful meeting the performance standards will be reflected in the Contractors Performance Assessment Reporting System (CPARS).

Trip completion
(timeliness)
Proper completion of the trips within VetRide system requires the contractor to change the trip s status to completed as well as enter the supporting information (driver name, odometer readings, etc.).
Para. 14.2
Date/time stamp within VetRide system.
Failure to properly complete trips on the same day may result in delays or denials of payment. Successfully or Unsuccessful meeting the performance standards will be reflected in the Contractors Performance Assessment Reporting System (CPARS).
20. CONTRACTOR PERSONNEL SECURITY REQUIREMENTS: The following contract security clauses are required for this non-medical services contract.

20.1 GENERAL: Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA and VA personnel regarding information and information system security.

20.1.1 All personnel employed by the contractor shall observe the requirements imposed on sensitive data by law, federal regulations, VA status and DM&S policy and the associated requirements to ensure appropriate screening of all personnel because of the inherent sensitivity of data at the facilities concerned and the level of security clearance carried by the Health Care Facility (HCF) personnel for the function under contract. The contractor shall ensure that their personnel meet the above restrictions, and that confidential and proprietary information shall be divulged only to those officers and officials of the VA Medical Center that are authorized to receive such information.

20.1.2 To satisfy the requirements of the Department of Veterans Affairs a low risk level Background Investigation shall be conducted prior to performing work under this contract. Appropriate Background Investigation (BI) forms will be provided upon contract award and shall be completed and returned to the VA Office of Security and Law Enforcement (OSL&E) within 30 days for processing. Access to VA information resources cannot be made available until the Security Investigations Center submits the investigatory packet to OPM for processing. At that time the investigation is considered initiated and access can be provided. Contractors will be notified by OSL&E when the BI has been completed and adjudicated. The contractor will also obtain and maintain all requirements needed for personnel to access U.S. Army installation Fort Gordon, as beneficiaries occasionally will have appointments or pick-ups at locations within that secure facility. Access to the military installation is entirely under the control of the Directorate of Emergency Services, and as such personnel may be required to obtain and pass additional security measures in advance (such as an secondary independent background check and pre-registration), before access is granted by the Provost Marshal. Access and additional information can be obtained from the Directorate of Emergency Services office on Fort Gordon at (706) 791-3071.

20.1.3 All costs associated with obtaining clearances for contractor provided personnel shall be the responsibility of the contractor. Further, the contractor shall be responsible for the actions of all individuals provided to work for the VA under this contract. In the event that damages arise from work performed by contractor-provided personnel, under the auspices of this contract, the contractor shall be responsible for all resources necessary to remedy the incident.

21. SECURITY CONTROLS COMPLIANCE TESTING: On a periodic basis, VA, including the Office of Inspector General, reserves the right to evaluate any or all of the security controls and privacy practices implemented by the contractor under the clauses contained within the contract. With 10 working days notice, at the request of the government, the contractor must fully cooperate and assist in a government-sponsored security controls assessment at each location wherein VA information is processed or stored, or information systems are developed, operated, maintained, or used on behalf of VA, including those initiated by the Office of Inspector General. The government may conduct a security control assessment on shorter notice (to include unannounced assessments) as determined by VA in the event of a security incident or at any other time.

22. TRAINING:

22.1 To be eligible to perform under this contract, each contract employee must meet the minimum training required outline below and minimum contractor furnished training outlined in paragraph (22.2) (c), (22.2) Through (22.3).:

22.2 Contractor Furnished Training.
The Contractor shall submit to the contracting officer written certification that each contract employee has been trained in the subject areas outlined in paragraph C prior to assignment under this contract. For replacement or new employees documentation of prior training must be submitted or the individual contract employee must complete the required training before being employed in support of this contract.
All formal training required shall be administered (i.e., taught, presented) by persons who are certified as being qualified to instruct or teach, the specific subjects or topics required. Certification to instruct the specific subject shall be in the form of a certificate issued by an accredited institution of learning (school, college, university), a governmental (Federal, State, County, etc.) educational certification body (agency, board, commission), or by documentation that the person instructing has sufficient experience in/with the subject to be able to instruct the subject in an authoritative, practical and current manner.
In addition to the formal training, the contractor shall provide 16 hours of orientation training for each employee fourteen (14) days after his or her initial assignment to duty. This orientation may be accomplished while the employees are on duty. The contractor shall certify to the COR as to the completion of the orientation for each employee within 45 days following assignment to duty. The follow-up orientation should include the following subjects and instructional time periods as well as other subjects as may be required: (1) Accident and incident reporting (2 hours); (2) Safe operation of emergency vehicles (2 hours); (3) Quality Assurance (2 hours;) (4) Fire and emergency preparedness planning (2 hours); (5) Handling patient complaints (1 hour); (6) Infection control (2 hours); (7) Universal precautions (policy and procedure); (2 hours) (8) Safety and occupational health procedures (3 hours).

22.3 Sign and acknowledge (either manually or electronically) understanding of and responsibilities for compliance with the Contractor Rules of Behavior, Appendix E relating to access to VA information and information systems; Successfully complete the VA Privacy and Information Security and Rules of Behavior training and annually complete required security training; Successfully complete the appropriate VA privacy training and annually complete required privacy training; and Successfully complete any additional information security or privacy training, as required for VA personnel with equivalent information system access [to be defined by the VA program official and provided to the contracting officer for inclusion in the solicitation document e.g., any role-based information security training required in accordance with NIST Special Publication 800-16, Information Technology Security Training Requirements.]

22.4 The contractor shall provide to the contracting officer and/or the COR a copy of the training certificates and certification of signing the Contractor Rules of Behavior for each applicable employee.

22.5 Failure to complete the mandatory annual training and sign the Rules of Behavior annually, within the timeframe required, is grounds for suspension or termination of all physical or electronic access privileges and removal from work on the contract until such time as the training and documents are complete.

Privacy & Confidentiality statement:
In reference to VHA Handbook 6500.6 Appendix A, Block 6, the equipment included in this contractor does or does not involve connection of IT devices to a VA network. Therefore, C&A, SAP, & the following from App C apply
In reference to VHA Handbook 6500.6 Appendix A, Block 7, the equipment does or does not involve storing, generating, transmitting, or exchanging VA sensitive information. Therefore, the following from App C apply.
The contractor, their personnel, and their subcontractors shall be subject to the Federal laws, regulations, standards, and VA Directives and Handbooks regarding information protection, patient privacy, and information system security as delineated in this contract.
During contract performance, contractor may require access to VA facility, equipment, information systems, or sensitive data; to provide services, install, train, maintain or repair equipment.
VA Course No. VA10176 is privacy training required for VA contractors requiring access to VA facilities for more than 2 consecutive days or any access to VA information systems. Training will be completed prior to being granted access to facilities, equipment, or to the data therein. Training is available on VA TMS website at: https://www.tms.va.gov/SecureAuth35/.
Contractor will provide evidence of training to the COR, upon request.

INVOICES

23.1 Vendor must Complete trips in VetRide. (Note - trip must be completed for invoice to be created). Once trips are Completed in the VetRide Third Party Portal, daily invoice(s) will be created. Invoices will be reviewed by VA staff. Vendor will have a visualization of where each invoice is in the stages of processing.

23.2 Invoices shall be reviewed and reconciled to VetRide data, trip tickets, medical records, and travel logs. Unauthorized charges shall be suspended. Supporting documentation may be provided and submitted for payment consideration or suspended charges.

QUALITY CONTROL PROGRAM

24.1 Contractor shall establish, maintain, and furnish to the VA a complete quality control program (QCP) to assure that the requirements of this contract are provided as specified. Contractor shall identify his management concept (provide key personnel list) for ensuring compliance with all contract requirements. Contractor shall furnish copies of these records if requested by the contracting officer or COR. The contractor s QCP shall include at a minimum the following:

An inspection plan outlining all services defined in this contract. The inspection plan shall specify the areas to be inspected on both a scheduled and unscheduled basis, how often inspections shall be accomplished, and the title of the individual(s) who shall perform inspections.
The QCP shall include the methods for identifying and preventing deficiencies in the quality of services being performed before the level of performance becomes unacceptable.
The QCP shall have on-site records of all inspections conducted by the contractor and corrective action taken (quarterly).
The QCP shall include maintaining maintenance records of all maintenance and repairs performed on vehicles used in the performance of this contract (quarterly).

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