Philadelphia VAMC Phone Answering Services

Statement of Work (SOW) / Performance Work Statement (PWS)

To provide non-personal telephone operator and switchboard services to the Corporal Michael J. Crescenz VA Medical Center (CMCVAMC) and its primary satellite locations.

• Operate office machines, alarm monitoring, and deliver messages.

• Utilize Cisco phone Model CP 8841 and Automatic Call Distribution switchboard system.

• Process incoming, outgoing, networked, and interoffice calls, including those regarding hospital services, patient information, and emergency notifications.

• Provide customer service, handling a variety of calls including potentially threatening or abusive callers.

• Respond to emergency alarms, codes, bomb threats, fires, and disasters, and communicate via two-way radio and emergency paging systems.

• Operate centralized telephone systems, paging systems, and emergency communications equipment.

• Maintain and electronically print inpatient ward information.

• Log and report telephone equipment malfunctions.

• Assist facility staff and patients with placing calls.

• Utilize Microsoft Office software (Outlook, Excel, Word).

• All routine incoming calls to be answered within (3) rings.

• All emergency response calls to be answered within (2) rings and communicated within 15 seconds.

• Emergencies to be communicated a minimum of 3 times via emergency paging system.

• Performance will be evaluated based on quality, timeliness, safety, conformance, and management, with specific metrics detailed in individual task orders.

• Work is to be performed 24 hours a day, 7 days a week, 52 weeks a year, including holidays.

• Primary locations include CMCVAMC, Burlington, NJ; Sewell, NJ; Camden, NJ; West Philadelphia, PA; and Willow Grove, PA. Other smaller locations may be supported as needed.

• Personnel must have a minimum of a high school diploma and 1-2 years of call center experience, with knowledge of medical terminology.

• Personnel must receive VA training and wear a VA-provided identification badge.

• Contractor must comply with all federal regulations regarding employment of foreign nationals and "E-Verify" requirements.

• Employees must not represent themselves as VA employees.

• Employees may require a Security Clearance, as specified on individual task orders.

• Completion of Information Security and Privacy and HIPAA training is required.

• Contractor must provide a Quality Control Program.

• Government-furnished equipment (GFE) including workspace, copier, and computer will be provided.

• No public announcements or disclosures without authorization.

• Travel costs are not reimbursable.

• Invoices must be submitted electronically via the VA's Electronic Invoice Presentment and Payment System (OB10).

Solicitation / RFP / RFQ

This is a combined synopsis/solicitation for commercial products and services for Telephone Answering Services at the Philadelphia VAMC. It is issued as an RFQ and constitutes the only solicitation; no separate solicitation document will be issued. The solicitation is set-aside for 100% Service-Disabled Veteran-Owned Small Businesses (SDVOSB).

• The primary service required is "Telephone Answering Services - 24/7 coverage all shifts IAW PWS".

• A Performance Work Statement (PWS) and Quality Assurance Surveillance Plan (QASP) are attached and referenced.

• The contract is intended to be awarded with one base year and one 6-month option.

• Base year period of performance: 02/26/2026 through 02/25/2027.

• Option 1 period of performance: 02/26/2027 through 08/31/2027.

• The North American Industrial Classification System (NAICS) code is 561421 (Telephone Answering Services) with a small business size standard of $19.0 Million.

• The Federal Supply Code (FSC) / Product Service Code (PSC) is R699 Support – Administrative: Other.

• Quotes must be submitted via email to Ralph Mielnik at ralph.mielnik@va.gov by 08:00 am on 02/09/2026.

• Questions regarding the RFQ must be submitted via email to Ralph Mielnik by 12:00 pm on 02/02/2026.

• The Government will select the quote that represents the best benefit to the Government at a price that can be determined reasonable.

• Evaluation will be based on technical capability, price, and past performance.

• The Government reserves the right to consider quotations other than the lowest price if they provide additional benefit.

• Technical content must be provided as a single document, not exceeding 20 pages.

• Past performance examples (two) are required.

• This solicitation is a 100% SDVOSB set-aside.

• Offerors must be certified SDVOSBs listed in the SBA certification database.

• The full text of FAR provisions or clauses may be accessed electronically.

• Offerors must sign LOS Certification or will not be considered eligible for award.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the Quality Assurance Surveillance Plan (QASP) for the Philadelphia VA Medical Administrative Support Services contract. Its purpose is to provide a systematic method for evaluating contractor performance.

The QASP details:

• What aspects of performance will be monitored.
• How the monitoring will be conducted.
• Who will be responsible for conducting the monitoring.
• How monitoring efforts and results will be documented.

It clarifies that the QASP does not dictate how the contractor accomplishes the work but focuses on quality control and management actions to meet contract terms. The government is responsible for objective, fair, and consistent performance evaluation.

The following tasks are subject to performance monitoring:

• Basic administrative support duties: Performance Standard IAW PWS, Monitoring Method 10% Audit, Incentive Note 1.
• Weekly attendance (minimum of 36 hours per week): Performance Standard IAW PWS, Monitoring Method 10% Audit, Incentive Note 1.
• Customer Service: Performance Standard IAW PWS, Monitoring Method 10% Audit, Incentive Note 1.

Note 1 indicates that a contractor not receiving a satisfactory evaluation may risk having contract options not exercised or receiving an adverse past performance report.

Not explicitly detailed in this document, but it refers to the "stated contract" and "Philadelphia VA Medical Administrative Support Services."

• The QASP is a "living document" and may be reviewed and revised by the Government, with changes coordinated with the Contractor.
• Government roles include the Contracting Officer (CO) and the Performance-Based Contracting Representative (POCR).
• Contractor representatives will include a Program Manager and other designated personnel.