Western Oregon Service Unit Nurse Advice Line

This memorandum provides questions and answers regarding Solicitation 75H71326Q00035 for 24/7 Nurse Advice Line Services for the Western Oregon Service Unit. Key responses clarify that bidder location is not an evaluation factor as services are remote, no specific customer systems or software are required, and the estimated call volume is 30-40 calls per month. The solicitation does not specify minimum call capacity, maximum wait/hold times, or first-call resolution percentages. The contractor is responsible for staffing, systems, and quality controls. Audio call recording is not required, but encounter documentation must be securely transmitted within 24 hours. The incumbent contractor is Cooperative Health Services, Inc. Quotations are due by May 22, 2026, at 5:00 PM Pacific Time, with an anticipated service start date of June 1, 2026. Bidders must maintain medical professional liability insurance of at least $1,000,000 per specialty, per occurrence. Technical quotations should address technical capability, staffing, and team approach as per the evaluation factors, focusing on uninterrupted 24/7/365 service, RN staffing, evidence-based protocols, and HIPAA compliance.

This memorandum addresses 29 questions regarding Solicitation 75H71326Q00035 for 24/7 Nurse Advice Line Services for the Western Oregon Service Unit. Key responses indicate that bidder location is irrelevant, no specific customer systems are required, and the estimated call volume is 30-40 calls per month. The solicitation does not specify minimum simultaneous call capacity, maximum wait/hold times, or first-call resolution percentages. It requires U.S. state-licensed Registered Nurses for clinical triage, with the contractor responsible for staffing and systems. Audio call recording is not required, but encounter documentation must be transmitted securely within 24 hours. The incumbent contractor is Cooperative Health Services, Inc. Quotations are due by May 21, 2026, at 5:00 PM Pacific Time, with an anticipated service start date of June 1, 2026. Required insurance includes medical professional liability of not less than $1,000,000 per specialty, per occurrence. Technical quotations should address uninterrupted 24/7/365 services, RN staffing, evidence-based triage, HIPAA compliance, continuity of operations, and culturally sensitive service.

The document, "ATTACHMENT 1 - SCHEDULE OF ITEMS," is a solicitation for 24/7 Nurse Advice Line Services, identified by Solicitation No. 75H71326Q00035. It requires offerors to provide firm-fixed prices for a base period and four option periods, each lasting one year, for a total potential performance from June 1, 2026, to May 31, 2031. The government will evaluate the total price across all periods, clarifying that option evaluation does not obligate their exercise. The unit price will control in case of discrepancies with the total price. The document outlines the structure for submitting pricing information for these services.

The Indian Health Service, Western Oregon Service Unit (WOSU), requires 24/7 nurse advice line services for eligible beneficiaries. The contractor will provide remote, non-personal services using their own staff, systems, and protocols. The objective is to ensure uninterrupted access to clinical triage, facilitate appropriate care decisions, maintain HIPAA-compliant documentation, and provide monthly utilization reports. The contract includes a base period and four option periods, with services operating on Pacific Time. Key requirements include a dedicated toll-free number, continuous operations, qualified U.S. state-licensed Registered Nurses, evidence-based triage protocols, support for medical, dental, and behavioral health concerns, secure encounter documentation within 24 hours, and monthly performance reporting. Services must be culturally sensitive, adhere to privacy and security regulations, and include continuity of operations plans. Deliverables include an Implementation and Transition-In Plan, RN licensure certification, encounter documentation, and various reports. Performance will be monitored against standards for accessibility, staffing, clinical accuracy, documentation timeliness, and privacy.

The Indian Health Service (IHS) requires potential contractors to self-certify as an "Indian Economic Enterprise" (IEE) under the Buy Indian Act (25 U.S.C. 47) for solicitations, sources sought, and RFIs. This form, applicable to project title "24/7 Nurse Advice Line Services" with solicitation number 75H71326Q00035, mandates that the enterprise meets the IEE definition at the time of offer, contract award, and throughout the contract performance period. Contractors must immediately notify the Contracting Officer if they no longer meet eligibility requirements. Eligibility documentation may be required, and awards are subject to protest. Successful Offerors must also register with the System for Award Management (SAM). False or misleading information can lead to penalties under 18 U.S.C. 1001 and 31 U.S.C. 3729-3731. The form includes a representation section for Offerors to confirm or deny their IEE status, requiring signatures and details of the 51% owner, tribal entity, business name, and DUNS number.

This government file, Wage Determination No. 2015-5573, outlines minimum wage rates and fringe benefits for service contract employees in Marion and Polk Counties, Oregon. It details hourly wages for numerous occupational categories, including administrative, automotive, food service, health, information technology, and maintenance roles. The document also specifies benefits such as health and welfare, vacation, and eleven paid holidays annually. Special provisions include hazardous pay differentials, uniform allowances, and guidelines for conformance requests for unlisted job classifications. Executive Orders 13706 and 13658 are referenced, mandating paid sick leave and a minimum wage of $13.30 per hour (or higher if specified) for covered federal contractors. The file emphasizes adherence to the Service Contract Act and provides instructions for classifying and compensating employees accurately.