PIEE #M0026426R0014

Wounded Warrior Call Center Outreach and Resource Support Services

The U.S. Marine Corps is seeking Service-Disabled Veteran-Owned Small Businesses to provide comprehensive outreach and resource support services for the Sergeant Merlin German Wounded Warrior Call Center (WWCC) and its satellite locations. - Government Buyer: - U.S. Marine Corps, Wounded Warrior Regiment (WWR) - Contracting office: HQSVCBN HQMC (M/F DC M&RA), Arlington, VA - Scope of Services: - 24/7/365 call center operations for wounded, ill, and injured Marines, Sailors, veterans, and their families - Non-medical case management, outreach, and resource coordination - Customer Care Representatives (CCRs) for inbound/outbound calls, social media monitoring, and documentation - Non-Medical Case Managers (NMCMs) for extended case management and post-service support - Field Service Representatives (FSRs) providing face-to-face support at five U.S. locations - Program management, staffing, training, and reporting - Satellite contact center support at MCB Camp Lejeune (NC) and MCB Camp Pendleton (CA) - Field service support in Seattle (WA), Jacksonville (NC), Wichita (KS), Orlando (FL), and Minneapolis (MN) - Travel and phased transition-in support as needed - Notable Requirements: - 24/7 call center with toll-free system, call recording, backup, and social media monitoring - Rotational presence at the Wounded Warrior Operations Center (WWOC) - Extensive reporting and documentation in the Marine Corps Wounded, Ill, and Injured Tracking System (MCWIITS) - Contract set aside for Service-Disabled Veteran-Owned Small Businesses (SDVOSB) - No specific OEMs or product part numbers are referenced; this is a service-focused procurement. - Period of performance includes a 12-month base year with four 12-month option years. - Places of performance include Marine Corps Base Quantico (VA), Camp Lejeune (NC), Camp Pendleton (CA), and five additional U.S. cities.

Description

SERGEANT MERLIN GERMAN WOUNDED WARRIOR CALL CENTER OUTREACH AND RESOURCE SUPPORT SERVICES

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