R408--Veterans Outcome Assessment Program (VOAP) Services

The Department of Veterans Affairs is awarding a Firm-Fixed Price contract under a 100% Service-Disabled Veteran-Owned Small Business (SDVOSB) set-aside for the Veterans Outcome Assessment Program (VOAP) services, solicited under number 36C24126Q0520 with a NAICS code of 541910. The contract spans one base year and two 12-month option years, totaling up to three years, and requires the contractor to conduct approximately 16,000 pairs of baseline and follow-up telephone interviews annually with Veterans who received mental health or suicide prevention services, plus an additional 150–200 pairs for the PAWS pilot within the first six months of the base year. All interviews must be conducted using VHA-provided scripts and samples, with digital data transmitted monthly via a secure protocol and quarterly reports submitted on completed interviews. The work is performed at the contractor’s facility, with business hours required to be between 10 AM and 8 PM across all U.S. time zones, Monday through Friday, excluding federal holidays. The contractor must maintain personnel during 30-day phase-in and phase-out periods and designate a Contract Manager and alternate with call center or telephone interview experience overseeing 1,000+ participants, as well as a Clinical Director with a bachelor’s or master’s degree and experience in mental health fields to oversee training and crisis protocols. The contractor is bound by a comprehensive suite of FAR and VA-specific clauses governing ethics, conflicts of interest, whistleblowing, subcontracting limitations, and compliance with government security standards equal to those applied to VA personnel. Essential certifications include complete SAM registration, verification through VetCert, and vendorization via Form 10091. The procurement utilizes simplified acquisition procedures under FAR 12 with award based on a comparative evaluation of technical capability, price, and past performance, where the Government may select a higher-priced offer if it provides additional benefit. Pricing must be provided for the base year and all options with a detailed cost breakdown, and all submissions must be emailed to the Contracting Officer, Tara Dossiema, by the deadline of June 22, 2026. Quality assurance is governed by a Performance Requirements Summary with strict thresholds: no more than 15% of baseline interviews may occur after 14 days and none after 30 days, and no more than 1% of sampled calls may fail quality