Warm Springs Service Unit Nurse Advice Line

AMENDMENT TO COMBINED SYNOPSIS/SOLICITATION This amendment is issued to extend the due date for offers and provide responses to vendor inquiries. The Government has received inquiries regarding the Nurse Advice Line for the Warm Springs Service Unit. The due date for offers has been extended to 1:00 P.M. EST September 1, 2026. Acknowledgment Requirement: Respondents must confirm in their quote submission that they have reviewed and will comply with all information, requirements, and conditions provided in this amendment. Failure to acknowledge this amendment may result in the quote being deemed non-responsive. The following is a list of question(s) received in regard to subject solicitation with responses: Is there an incumbent, if so, who is it and what is the contract no: Response: The current contract is held by Cooperative Health Services under contract number: 75H71324P00155 Has the current contract gone full term? Response: No, end of period of performance is 09/03/2026 Have all options to extend the current contract been exercised? Response: No options. To what extent will the location of the bidder s proposed location or headquarters have a bearing on any award? Response: As long as the vendor has 24-hour/ 7-days a week access location is not an issue. How are fees currently being billed by any incumbent(s), by category, and at what rates? Response: Current billing goes through ipp.gov at a flat monthly rate. What estimated or actual dollars were paid last year, last month, or last quarter to any incumbent(s)? Response: Current vendor billed $7150.00 for the last eleven months. $650 per month. Is previous experience with any specific customer information systems, phone systems, or software required? Response: Previous experience with Indian Health Services and their facilities. Knowledge of diverse medical needs of the Native American population. What is the minimum required total call capacity? Response: Up to 5000 calls per month. What is the minimum simultaneous inbound call capacity? Response: No maximum simultaneous inbound call capacity noted on current contract. What percentage of inbound calls must be answered by a live operator? Response: The expectation is that all calls are to be answered by a live operator. What percentage of calls must be resolved without a transfer, second call, or a return call? Response: All calls to be resolved at the time of the call What is the maximum percentage of calls that can be terminated by the caller without resolution? Response: It is the expectation that all calls be resolved with sound nursing advice What was your average monthly call volume over the past year? Response: Average is 1-3 calls per month What is the current average wait time for phone calls? Response: 47.54 seconds per report for January 2026 What is the current average after-call work time for operators? Response: This is not indicated on received reports from current vendor. Over the past year, what is the percentage of calls received in English versus non-English? Response: 100% Over the past year, what percentage of calls received were in Spanish? Response: Zero calls indicated on reports What time of day, days of the week, or times of the year do calls typically peak? Response: Calls appear to happen on any given day, with the most calls taking place in the afternoon, but there are some outliers in the late night also calling. Do you have the number of expedited calls handled per month or year? Response: 10 calls in the last 11 months per the reports received This is a combined synopsis/solicitation for commercial items prepared in accordance with FAR Part 12. This announcement constitutes the only solicitation; quotes are being requested and a written solicitation will not be issued. This is a request to establish a purchase order request to provide non-personal service contract for a toll-free telephone Nurse Advice line for American Indian/Alaska Native (AI/AN) patients who live on or near the Warm Springs Indian Reservation, Warm Springs, Oregon. PERFORMANCE WORK STATEMENT PERIOD OF PERFORMANCE AND LOCATION: Period of Performance: One Year from date of award Warm Springs Health & Wellness Center, 1270 Kot-Num Road, Warm Springs, Oregon 97761 2. STATEMENT OF WORK: The Contractor shall provide toll free telephone access for Nurse Advice and Medical Library, on 24-hour/7-days per week to the Warm Springs Service Unit. All WSH&WC active beneficiaries will have access to the Contractor s service. The Contractor has defined the term Member , as used in this agreement as, those members and their immediate family that are beneficiaries of the WSH&WC active user population. The Contractor shall fax an encounter form within 24-hours to the WSH&WC staff, this fax to include all encounters. The fax shall include the caller s name, date of birth, purpose of call and the advice provided to the patient from the Nurse Advice Line The Contractor shall hold all information provided by WSH&WC and its members as confidential, and any and all such information will not be distributed to any third party, especially medical information of the members. The Contractor will take all reasonable steps necessary to safeguard the privacy of member information. The Contractor is not responsible for Acts of God, acts or omissions of WSH&WC or other actions beyond the control of the Contractor while performing services under this agreement. The Contractor s Nurse Triage process shall utilize specialized Nurse Triage process and shall utilize specialized Microsoft-based software and interactive voice response technology to support the Schmitt/Thompson protocols in use at the Contractor s call centers. The Contractor shall utilize readily available, comprehensive protocols that reflect an extensive, high-quality physician written, reviewed, and updated medical knowledge base. The guidelines shall provide consistent, accurate triage information, as well as home care and health education information, and they shall be updated continuously. The Contractor shall utilize appropriate software to run established guidelines that the Contractor utilizes so the call centers have access to state of the art triage supported software platform. When patients in need of medical assistance call the designated Contractor s Medical Call Center, they will first hear a disclaimer stating that if they are experiencing an emergency, they should hang up and call 911 or their appropriate emergency number. Callers will then have the option of being connected to the audio health library, or speaking immediately with a Registered Nurse. If a caller chooses to speak with a nurse, the nurse will document and discuss the patient s symptoms and recommend an appropriate course of action. These courses of action (dispositions) range from home care procedures to seek emergency care . Depending on the disposition, the Contractor s nurses will place follow-up phone calls to assure that the caller s condition has improved. The Contractor shall ensure that the Caller will never get a busy signal. Indemnity The Contractor shall indemnify and hold WSH&WC harmless from any claim, demand, loss, lawsuit, settlement, judgment or other liability, and all related expenses, which may arise from a negligent act or omission of the Contractor, its agents or employees. WSSU shall indemnify and hold the Contractor harmless for any claim, demand, loss, lawsuit, settlement, judgment or other liability, and all related expenses which may arise from or in connection with a claim of a third party arising from a negligent actor or omission of WSH&WC, its agents or employees. Indemnity shall include damages, reasonable costs, reasonable expense, and reasonable attorney s fees as incurred by the party indemnified. The forgoing indemnification provision shall survive the expiration or termination of this Agreement 3. INDIAN HEALTH SERVICE RESPONSIBILITIES:To monitor the Contractor s technical progress including surveillance and assessment of performance and the day to day contract administration, however, does not have authority to change orders or otherwise authorize changes, which would affect the contract price, conditions, or period of performance. Interpreting the Scope of Work. Technical evaluation as required. Technical inspection and acceptance required by this contract. Assisting the Contractor in the resolution of technical and administrative problems encountered during the performance 4. QUALIFICATIONS: The Contractor shall be responsible for ensuring that all the nurses answering the advice line are licensed in accordance with regulations in the State or principal practice. The Contractor will demonstrate culturally sensitive interactions appropriate to the care and interactions with our American Indian/Alaska Native population. The Contractor shall utilize U.S. State Licensed Registered Nurses during the performance of this contract. 5. CONTRACTING OFFICER S REPRESENTATIVE: The…