SAM #36C25526Q0569

24/7 Telephone Operator Services for Kansas City VA Medical Center

This opportunity is for 24/7 Telephone Operator Services at the Kansas City VA Medical Center, managed by the Department of Veterans Affairs, Network Contracting Office 15. - Government Buyer: - Department of Veterans Affairs, Network Contracting Office 15, Kansas City VA Medical Center - OEMs and Vendors: - Cisco (referenced as the OEM for the current telecommunications environment, including Cisco Finesse and Cisco Jabber) - Products/Services Requested: - Comprehensive telephone operator and telecommunications support services - 24/7 call handling, alarm monitoring, message delivery, and emergency communications - Use and support of Cisco Finesse and Cisco Jabber systems, attendant consoles, and paging systems - Minimum staffing levels for weekdays, weekends, and federal holidays - Unique or Notable Requirements: - HIPAA compliance for handling sensitive information - OSHA standards for workplace safety - E-Verify for personnel eligibility - VA-specific information security and privacy training - Disaster readiness and emergency response capabilities - Staff proficiency in Microsoft Office applications and medical terminology - Performance standards for call answer speed and abandonment rates - Targeted to Service-Disabled Veteran Owned and Veteran Owned Small Businesses under NAICS 561421

Description

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Sources Sought Notice | Telephone Operating Services for the Kansas City VAMC Kansas City VAMC, 4801 East Linwood Boulevard, Kansas City, MO 64128-2226 This Sources Sought Notice is for planning purposes only and shall not be considered as an invitation for bid, request for quotation, request for proposal, or as an obligation on the part of the Government to acquire any products or services. Your response to this Sources Sought Notice will be treated as information only. No entitlement to payment of direct or indirect costs or charges by the Government will arise as a result of contractor submission of responses to this announcement or the Government use of such information. This request does not constitute a solicitation for proposals or the authority to enter into negotiations to award a contract. No funds have been authorized, appropriated, or received for this effort. The information provided may be used by the Department of Veterans Affairs in developing its acquisition approach, statement of work/statement of objectives and performance specifications. Interested parties are responsible for adequately marking proprietary or competition sensitive information contained in their response. The Government does not intend to award a contract on the basis of this Sources Sought Notice or to otherwise pay for the information submitted in response to this Sources Sought Notice. The purpose of this sources sought announcement is for market research to make appropriate acquisition decisions and to gain knowledge of potential qualified Service-Disabled Veteran Owned Small Businesses, Veteran Owned Small Businesses, 8(a), HUBZone and other Small Businesses interested and capable of providing the services described below. The Department of Veterans Affairs, Network Contracting Office (NCO) 15 located at 3450 South 4th Street, Leavenworth, KS, 66048-5055 is seeking a potential qualified contractor to provide a base year plus four (4) option years contract for Telephone Operating Services for the Kansas City VAMC in support of the Kansas City VAMC, 4801 East Linwood Boulevard, Kansas City, MO 64128-2226. The NAICS code for this service is 561421 (Telephone Answering Services), with a business size standard of $19.0 Million. Documentation of technical expertise must be presented in sufficient detail for the Government to determine that your company possesses the necessary functional area expertise and experience to compete for this acquisition. Responses to this notice shall include the following: (a) company name (b) address (c) point of contact (d) phone, fax, and email (e) Unique Entity Identification Number (UEI) (f) Cage Code (g) Tax ID Number (h) Type of small business, e.g. Services Disabled Veteran Owned small Business, Veteran-owned small business, 8(a), HUBZone, Women Owned Small Business, Small disadvantaged business, or Small Business HUBZone business and (i) must provide a capability statement that addresses the organizations qualifications and ability to perform as a contractor for the work described below. Important information: The Government is not obligated to, nor will it pay for or reimburse any costs associated with responding to this sources sought synopsis request. This notice shall not be construed as a commitment by the Government to issue a solicitation or ultimately award a contract, nor does it restrict the Government to a particular acquisition approach. The Government will in no way be bound to this information if any solicitation is issued. Currently a total set-aside for Service-Disabled Veteran Owned Small Businesses (SDVOSBs) and Veteran Owned Small Businesses (VOSBs) are being sought based on the Veterans Administration requirement with Public Law 109-461, Vets First Contracting Program. However, if response by SDVOSB or VOSB firms proves inadequate, an alternate set-aside or full and open competitive solicitation may result. Notice to potential offerors: All offerors who provide goods or services to the United States Federal Government must be registered in the System for Award Management (SAM) located on the web at www.sam.gov. Additionally, all Service-Disabled Veteran Owned Businesses or Veteran Owned Businesses who respond to a solicitation on this project must be registered with the Department of Veterans Affairs Center for Small Business Association (SBA) Registry located at https://certifications.sba.gov/. All interested Offerors shall submit a Capabilities Statement and SAM UEI by e-mail referencing 36C25526Q0569 _Telephone Operating Services for the Kansas City VAMC_SS in the subject line to Aubrey.Visocsky@va.gov. All information submissions should be received no later than 3:00 pm Central on August 4, 2026. After review of the responses to this announcement, the Government intends to proceed with the acquisition and a subsequent solicitation will be published.

Performance Work Statement (PWS) 1.0 GENERAL 1.1 Scope The Department of Veterans Affairs (VA), Kansas City VA Medical Center (KCVAMC), requires 24 hours per day, 7 days per week Telephone Operator Services in support of KCVAMC and all associated sites. Under this Performance Work Statement (PWS), the Contractor shall provide all personnel, supervision, management, and other resources necessary to perform on site telephone operator and telecommunications support services as described herein. 1.2 Background KCVAMC operates a centralized telephone and communications center responsible for processing internal and external calls, routing inquiries, and supporting emergency communications (e.g., alarms, codes, disasters). The current system environment includes, but is not limited to, Cisco Finesse and Cisco Jabber, attendant consoles, paging systems, and related telecommunications equipment. 1.3 Contract Information (Placeholders) Contract Number: To Be Determined Order Number (if applicable): To Be Determined Period of Performance (POP): To Be Determined Place of Performance: Kansas City VA Medical Center, Kansas City, Missouri, and associated sites. Contract Type: Firm Fixed Price CLIN Description Unit Est. Qty Unit Price Amount 0001 Base Year Telephone Operator Svcs HR $ $ $ 0002 Option Year 1 Telephone Operator HR $ $ $ 0003 Option Year 2 Telephone Operator HR $ $ $ 0004 Other Direct Costs (if applicable) LOT $ $ $ 2.0 APPLICABLE DOCUMENTS The Contractor shall comply with all applicable federal, VA, and local regulations and policies, including but not limited to: Health Insurance Portability and Accountability Act (HIPAA). Occupational Safety and Health Administration (OSHA) standards. Immigration and Nationality Act of 1952, as amended, and associated regulations, including E Verify requirements under Executive Order 12989. VA and VHA information security, privacy, and confidentiality policies (including VA-specific training requirements). 3.0 DEFINITIONS AND ACRONYMS 3.1 Definitions Contracting Officer (CO). The Government official authorized to enter into, administer, and terminate contracts, and make related determinations and findings. Contracting Officer s Representative (COR). The Government official designated in writing by the CO to monitor technical performance and act as primary technical liaison. Point of Contact (POC). The medical center representative responsible for coordinating with the Contractor and reporting performance issues to the CO. Protected Health Information (PHI). Individually identifiable health information protected under HIPAA and VA privacy rules. 3.2 Acronyms CO Contracting Officer COR Contracting Officer s Representative CPARS Contractor Performance Assessment Reporting System HIPAA Health Insurance Portability and Accountability Act POP Period of Performance PWS Performance Work Statement QASP Quality Assurance Surveillance Plan VA Department of Veterans Affairs VHA Veterans Health Administration 4.0 PERFORMANCE REQUIREMENTS 4.1 General Requirements 4.1.1 The Contractor shall provide comprehensive telephone and telecommunications support, including operation of office machines, alarm monitoring, and message delivery, to support KCVAMC and associated sites. 4.1.2 The Contractor shall manage day to day performance (scope, schedule, staffing) and coordinate actions from initiation through closure, including tasking, tracking, and collaboration with Government activities. 4.1.3 The Contractor shall ensure personnel are proficient with Microsoft Outlook, Excel, and Word and other computer programs, as required to perform logging, tracking, and reporting activities. 4.2 Performance Standards Call Handling The Contractor shall meet the following minimum service levels: Average Speed of Answer (ASA): 10 seconds or less for all incoming calls. Maximum Ring Duration: No individual call shall ring longer than 30 seconds before being answered. Average Abandonment Rate: Less than 5 percent. (These performance standards will be monitored and documented in the QASP.) 5.0 PERSONNEL REQUIREMENTS 5.1 Minimum Qualifications 5.1.1 All Contractor personnel providing services under this contract shall, at a minimum: Possess a high school diploma or equivalent. Have one (1) to two (2) years of call center or telephone operator experience. Demonstrate knowledge and understanding of medical terminology sufficient to perform assigned duties. Demonstrate ability to read, write, speak, and understand English fluently. 5.2 Training 5.2.1 The Contractor shall ensure all personnel complete VA/KCVAMC orientation, applicable facility procedures, and required Information Security, Privacy, and HIPAA training prior to performing work. 5.2.2 No Contractor employee may work under this PWS until initial training is complete and documented. 5.3 Identification and Conduct 5.3.1 Contractor personnel shall wear VA issued identification badges at all times while on VA property, clearly indicating their name and Contractor affiliation. 5.3.2 Contractor employees shall not represent themselves as VA employees in any capacity. 5.4 Essential Personnel / Disaster Readiness 5.4.1 Telephone Operator positions are considered essential under VA Disaster Readiness policies. 5.4.2 In the event of natural disasters, bomb threats, fires, or other emergencies, Contractor personnel shall remain at their posts until properly relieved by VA Police or other authorized personnel. 5.5 Personnel Rosters and Restrictions 5.5.1 The Contractor shall provide and maintain a current roster of all regular and alternate personnel assigned to this contract. 5.5.2 Personnel not listed on the roster shall not be permitted to perform work at the VA facility. 5.5.3 KCVAMC reserves the right to restrict any Contractor employee who fails to meet qualifications, violates applicable regulations, or is deemed a potential threat to security, safety, health, or mission. 5.6 Immigration and Security 5.6.1 The Contractor shall comply with all applicable provisions of the Immigration and Nationality Act and associated regulations, including E Verify, for all employees performing under this contract. 5.6.2 All Contractor employees shall obtain and maintain the level of security clearance required by VHA; failure to maintain favorable status is grounds for removal. 5.7 Safety and Health 5.7.1 The Contractor shall establish and maintain a safety and health program in accordance with OSHA and VA requirements. 6.0 CONTRACTOR MANAGEMENT AND SUPERVISION 6.1 Project Manager (PM) 6.1.1 The Contractor shall designate a Project Manager with full authority to act on behalf of the Contractor on all contract matters related to daily operations. 6.1.2 The PM shall be on site during normal working hours and available via telephone, pager, or equivalent after hours to address staffing and operational issues. 6.1.3 The PM may perform operator duties as needed to ensure coverage during shortages or absences. 6.2 Alternate PM 6.2.1 When the PM is absent or will be absent for more than one (1) 8 hour shift, the Contractor shall appoint an alternate representative acceptable to the COR. 6.2.2 The Contractor shall notify the COR in writing of the designated alternate PM. 6.3 Contractor Administrative Responsibilities 6.3.1 The Contractor shall: Train subordinate employees. Prepare and maintain vacation and staffing schedules. Monitor time and attendance (including call outs and lateness). Identify and correct performance deficiencies. Maintain discipline and professional conduct in the work area. 7.0 HOURS OF OPERATION AND STAFFING 7.1 Hours of Coverage 7.1.1 Telephone Operator services shall be provided and space manned 24 hours per day, 7 days per week, 52 weeks per year, including all federal holidays and any VA approved unplanned holidays. 7.2 Tours of Duty and Breaks 7.2.1 Standard tours and breaks are as follows: Tour 8:00 a.m. 4:30 p.m. One 30 minute lunch Two 15 minute breaks 4:00 p.m. 12:00 a.m. N/A Two 15 minute breaks 12:00 a.m. 8:00 a.m. N/A Two 15 minute breaks 7.3 Minimum Staffing Weekdays Tour Minimum FTE 8:00 a.m. 4:30 p.m. 5 (4 Operators, 1 Supervisor/PM) 4:00 p.m. 12:00 a.m. 2 Operators 12:00 a.m. 8:00 a.m. 2 Operators 7.4 Minimum Staffing Weekends and Federal Holidays Tour Minimum FTE 8:00 a.m. 4:30 p.m. 2 Operators 4:00 p.m. 12:00 a.m. 2 Operators 12:00 a.m. 8:00 a.m. 2 Operators 7.5 Federal Holidays 7.5.1 Services shall be provided on the following federal holidays, at a minimum: New Year s Day; Martin Luther King Jr. s Birthday; Washington s Birthday; Memorial Day; Juneteenth; Independence Day; Labor Day; Columbus Day; Veterans Day; Thanksgiving Day; Christmas Day. 7.6 Coverage Adjustments 7.6.1 The Contractor shall provide coverage appropriate to the workload, subject to concurrence by the using service and the CO. 7.6.2 Flex tours may be implemented, and there are four (4) operator workstations and one (1) supervisor workstation/office available. 8.0 DETAILED TASKS 8.1 Call Processing The Contractor shall ensure operators: Answer and process all incoming internal and external calls politely, efficiently, and in a friendly manner, including during high workload and crisis periods. Answer calls in established priority order. Route calls correctly throughout the facility and associated sites. 8.2 Emergency and Alarm Handling Operators shall: Respond immediately and professionally to emergency alarms, codes, bomb threats, fires, disasters, and other urgent situations. Maintain required logs/records in accordance with hospital policy. Receive and transmit information over two way radios. Follow established written bomb threat and emergency procedures. 8.3 System Operation Operators shall: Operate centralized telephone systems and related software for incoming and outgoing calls. Operate internal and external paging systems to process authorized requests. Support 911 calls, digital pagers, public address systems, TDD, Code Blue alerts, and other emergency communications equipment. 8.4 Customer Service Operators shall provide professional service to all callers, including threatening, abusive, or distraught individuals, in accordance with VA customer service standards. 8.5 Directory and Data Maintenance Operators shall help maintain accurate electronic records of services, staff, public telephones, call lists, and pager lists as directed. 8.6 Equipment Malfunctions Operators shall: Maintain a log of equipment malfunctions and service complaints. Verify reported malfunctions when requested and report issues to OI&T. Test and monitor equipment, and take prompt action in response to system failures or halts. 8.7 System Maintenance Support and Training Operators shall perform authorized routine system maintenance steps, input data changes, and assist in training other personnel in the use of telecommunications equipment as requested. 9.0 QUALITY ASSURANCE AND PERFORMANCE METRICS 9.1 Contractor Quality Control (QC) 9.1.1 The Contractor shall develop and maintain a written QC Program and submit it to the CO within 30 days of contract start. 9.1.2 The QC Program shall describe methods for identifying, documenting, and preventing performance deficiencies. 9.2 Government Quality Assurance (QA) 9.2.1 The Government will monitor performance in accordance with the QASP, including inspections of customer service, call response/abandonments, and calls handled. 9.2.2 The Government may perform inspections at any time and reject deficient performance. 9.3 Performance Metrics and Ratings 9.3.1 Contractor performance will be evaluated on quality, timeliness, safety, conformance, and management using a rating scale of Superior, Acceptable, Marginal, or Unacceptable. 9.3.2 Detailed performance standards and examples are contained in the PWS/QASP table and will be tailored in individual task orders. 9.4 Positive and Negative Outcomes 9.4.1 Positive performance may result in favorable evaluations and positive CPARS entries. 9.4.2 Negative performance may result in adverse evaluations, negative CPARS entries, and non exercise of option periods. 10.0 GENERAL CONTRACT REQUIREMENTS 10.1 Scope of Award Services under this PWS are limited to those identified in the awarded CLINs and task orders. 10.2 Organizational Conflict of Interest / PHI The Contractor shall notify the CO immediately of any actual or potential PHI disclosure and provide a mitigation plan; the CO may take necessary action if mitigation is inadequate. 10.3 Government Furnished Equipment (GFE) The Government will provide necessary equipment and workspace; the Contractor shall safeguard and use all GFE in accordance with VA policies. 10.4 Disclosures and Public Information The Contractor shall not make public announcements or release information related to this contract without prior written approval from the CO or Public Affairs Office. 10.5 Travel If authorized, travel reimbursement shall be in accordance with the Federal Travel Regulation, Joint Travel Regulations, and FAR 31.205-46, as specified in the contract. 11.0 POINTS OF CONTACT 11.1 The Government will identify the CO, COR, and other official points of contact in the resulting contract or order. 12.0 INVOICING AND PAYMENT 12.1 Advance Payments No advance payments are authorized under this contract. 12.2 Invoice Content and Timing 12.2.1 Invoices shall comply with FAR 52.212-4(g) and contract instructions. 12.2.2 Invoices and supporting documentation must be submitted no later than the 15th day of the month following the month of service; corrections shall be submitted via separate invoice. Each invoice shall include: Contractor Name and Address Invoice Date and Number Contract and Order Number Date(s) of Service Hourly Rate(s) Quantity of Hours Worked Total Price 13.0 ELECTRONIC INVOICE SUBMISSION 13.1 Method of Submission 13.1.1 Facsimile, e mail, and scanned documents are not acceptable payment request methods. 13.1.2 Invoices shall be submitted electronically via VA s Electronic Invoice Presentment and Payment (EIPP) system (currently OB10), in accordance with current VA instructions. 13.2 OB10 / FSC Contacts Support is available via: OB10 e Invoice Setup: 1-877-489-6135 OB10 e Invoice E mail: VA.Registration@ob10.com FSC e Invoice Helpdesk: 1-877-353-9791 FSC e Invoice E mail: vafsccshd@va.gov 14.0 Additional Locations and Facilities The Contractor shall provide services and support at the locations identified in this Performance Work Statement. The Government reserves the right to add, remove, or modify locations and facilities as mission requirements evolve across the current and future operational footprint. The Contractor shall accommodate these changes within the scope of the contract without disruption to services. Any adjustments to pricing, schedule, or resources resulting from such changes shall be addressed through the appropriate contractual modification process in accordance with the applicable Changes clause. Additional Links:https://www.va.gov/

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