Attachment A

STATEMENT OF WORK

MIGRANT EDUCATION NATIONAL HOTLINE

I. INTRODUCTION

# SCOPE AND PURPOSE OF PROCUREMENT

The U.S. Department of Education's Office of Migrant Education (OME) has
a requirement for the operation of a toll-free telephone line network.
The purpose of the network is threefold: 1) to assist in identifying and
recruiting eligible migrant children; 2) to facilitate the delivery of
services from migrant education programs and those of other programs and
agencies that provide social, family, and health related services; and
3) to support the development of other coordinating mechanisms that
improve the continuity of education for migrant children.

The operation of the toll-free telephone line network is an existing
service provided to migrant families nationwide, therefore, the
contractor must have required staff, facilities, and equipment in place
to be operational on award of the contract.

As of December 30, 1999, 14,428 calls were received by the network over
a 12 month period. As a result of each call, approximately five to ten
outgoing calls are made to coordinate subsequent referrals and/or
services with relevant programs or agencies. Follow-up is conducted as
needed to ensure resolution on each contact.

## AUTHORIZATION

The Federal Migrant Education Program (MEP) is authorized by Part C of
Title 1 of the Elementary and Secondary Education Act (ESEA) of 1965, as
amended by the Improving America's Schools Act (IASA) of 1994 (Public
Law 103-382). Section 1308 of the ESEA authorizes the Secretary of
Education to set aside a portion of MEP funds to be used, through grant
or contract, for improving the coordination of services to migrant
students when they move within or between States.

## BACKGROUND

The toll-free telephone line network (currently known as the Migrant
Education "Hotline") was the outgrowth of a work group formed at the
First National Identification and Recruitment Forum sponsored by the
Eastern Stream Center on Resources and Training (ESCORT) in Florida in
October, 1991. The work group was responsible for identifying and
discussing problems that they had experienced in the identification and
recruitment process, as well as for offering suggestions for their
resolution. The group's number one recommendation was to implement a
single toll-free telephone number for migrant parents to use as a tool
to contact local migrant education programs as they moved across state
lines so that they could continue to receive available services.
Further, the work group felt that the toll-free telephone number would
supplement the migrant child identification and recruitment process,
encourage parental involvement, strengthen interstate coordination, and
serve unique needs of migrant families.

In November 1994, OME funded a pilot project to test the use of a
toll-free telephone number. In May 1995, an "800" telephone number
became operational. It was discovered soon thereafter that the requests
for services received were not limited to educational assistance, such
as identifying the location of summer migrant education programs, but
also included: parents asking for information on available day care,
pesticide safety, and access to free or subsidized health care. In
response to these requests for services not commonly provided by migrant
education programs, the 800 telephone line operators increased efforts
to meet service demands by coordinating with other agencies to improve
the inter and intrastate coordination of programs and services for
migrant children and their families. Based on the results of the pilot
project, in April 1996 OME awarded a contract for the operation of a
nationwide "Migrant Education Hotline" in an effort to improve and
enhance the identification and recruitment process and the delivery of
coordinated services to eligible migrant children and their families.

## REQUIREMENTS

## TASKS

Described below are the tasks that the Contractor shall be required to
perform:

TASK 1: MEET WITH DESIGNATED GOVERNMENT PROJECT OFFICER

The contractor shall meet, via telephone, with the Contracting Officer's
Technical Representative (COTR), the Contract Officer (CO) or designee,
and other appropriate Department of Education officials within five (5)
working days after the effective date of contract award to discuss
updating the Baseline Management Plan that is included in the
contractor's initial technical proposal for this procurement. For each
option year that is exercised, this meeting shall take place within five
(5) working days after the option period start date.

## TASK 2: BASELINE MANAGEMENT PLAN 

The contractor shall establish the Baseline Management Plan (BMP)
comprised of the following required elements:

a)  The methods of quality control for products and general operational
    performance;

b)  The proposed lines of authority, coordination, and communication
    among subcontractors (if any), field based staff (if any), and the
    management staff, including an organizational chart showing prime
    contractor lines of authority with proposed management staff. In
    certain regions where there are high volumes of calls, cost-sharing
    with the agency where field staff will be housed, could be
    considered;

c)  Time commitments of key personnel, by task or activity and for the
    project as a whole, expressed in person days. A chart shall be
    included which summarizes this information; and

d)  A chart showing tasks and sub-tasks, milestones, decision points,
    and specific due dates of deliverables over the duration of the
    contract.

Sub-task 2.1: Prepare Updated Baseline Management Plan

Fifteen (15) working days after the effective date of contract
award\--or fifteen (15) working days after the option periods, if
exercised\--the contractor shall submit to the CO and COTR an updated
BMP for the accomplishment of all the tasks, sub-tasks, key events, and
deliverables. In five (5) working days, the COTR will review and comment
on the draft plan. The contractor shall submit the final plan within
five (5) working days upon receipt of the COTR's revisions and approval.

Further changes in the BMP may, from time to time, be required as work
progresses (such changes will be subject to review by the COTR who may
require revisions). The contractor shall be available for consultation
and discussion with the CO and COTR throughout the period of the
contract.

TASK 3: HOTLINE AND DATABASE

Sub-task 3.1: Installation of Toll-Free Line

The contractor shall provide for the installation and monthly payment of
a toll-free telephone line (800 number) to receive incoming calls at the
designated phone stations that have been identified by the State
Directors of Migrant Education Programs (hereinafter "State Directors").
This number shall be accessible via a TDD telephone line to persons with
hearing disabilities. The contractor shall ensure the availability of at
least one line within each of the 50 States, the District of Columbia
and Puerto Rico. It is noted that assigning personnel to answer calls
within a State is a voluntary in-kind contribution by the State
Director. Not all State Directors will elect to provide in-kind
contributions. The installation of multiple phone stations shall also be
allowed, depending on the availability of funds and with the sharing of
this cost by the State Director who makes the request. The toll-free
lines shall be compatible with the major commercial long-distance
telephone systems. Currently, calls are routed to 32 States, the
remaining 19 have their calls routed directly to the contractor.

The lines installed at the contractor's site shall be answered by
bilingual Information Specialists, bilingual in English and Spanish, at
least twelve (12) hours each working day. This is considered to be from
8 AM local time in New York State through 5 PM local time in the State
of California. Working days are Monday through Friday, excluding Federal
Government holidays. Calls received after the established work day
period shall be forwarded to an answering system that has a message
recorded in both English and Spanish.

Sub-task 3.2: State Directors Letters of Agreement and Committal

Within ten (10) days of the effective date of the contract award or
option period, if exercised, the contractor shall review and update the
current Letters of Agreement with the State Directors. These letters
document the State Director's contribution and commitment toward the
operation of the Hotline. These letters, at a minimum, shall be updated
to include: 1) the name(s) of the individual(s) selected to answer all
incoming calls at the phone stations; 2) the hours the station will be
manned; and 3) a description of the procedures that will be used to
respond to the calls and provide the requested services. The contractor
shall be available, as needed, to assist with referrals or in
identifying where the requested resources may be obtained. A copy of
these agreements shall be forwarded to the CO and COTR within ten (10)
working days of the contract award date and option period, if exercised.
If a State Director elects not to participate, a letter to that effect
shall also be forwarded by the contractor to the CO and COTR. Any
subsequent changes that occur during the course of the contract year or
option year, if exercised, the contractor shall notify the CO and COTR
within three (3) working days and submit a copy of the revised agreement
to the CO and COTR within ten (10) days.

Sub-task 3.3: Database

The contractor shall design a database to assist the Information
Specialist in responding to calls and making referrals. The database
shall be maintained and updated as needed. The database shall contain,
at a minimum, information on each call received; date of call; time of
call; information requested during the call; information provided during
the call; complaints from customers; and hardware and software problems.
A state-of-the-art system to "back-up" and store database files shall be
in place at all times. The database shall include a script for each
Information Specialist to use in answering calls. Each Information
Specialist shall be trained in the use of this script and the other
aspects of the database. At the end of the base period and at the end of
each option period, if exercised, the contractor shall submit one copy
of the database on diskette to the COTR. All data diskettes must be
delivered with documentation and in standard text file format. The
Federal Government shall have non-exclusive rights to this database.

TASK 4: AWARENESS AND COORDINATION ACTIVITIES

Sub-task 4.1: Promotion of the Hotline

The contractor shall develop a promotion plan and promotional materials
(e.g., rulers, potholders, flyers, brochures, business size cards,
bumper stickers, calendars, tote bags, refrigerator magnets, etc.) to
advertise the Hotline. The contractor may directly distribute
promotional information and materials or make arrangements for the
distribution of such information and materials to migrant families
throughout the 50 States, the District of Columbia and Puerto Rico. Any
brochures developed by the contractor may require review by the US
Department of Education and its Office of Public Affairs. At a minimum,
one copy or set of the promotional materials shall be distributed to the
State Directors, the agencies or programs described under Sub-task 4.3,
and---to the extent feasible---to parents at sites where the highest
concentrations of migrant families depart to, arrive for, or return from
temporary or seasonal work. The contractor shall submit a draft
Promotion Plan to the COTR for review and approval within ten (10)
working days of the effective date of the contract award. In five (5)
working days, the COTR will review the draft plan. The contractor shall
submit the final plan within five (5) working days upon receipt of the
COTR's revisions.

Sub-task 4.2: Dissemination of Information

The contractor shall designate at least two key staff persons to attend
and present and/or to provide information at various meetings and
conferences sponsored by Federal, State, and local migrant and
non-migrant programs, agencies, and organizations to: 1) inform
attendees of the Hotline 2) explain its goals and purposes; and 3) share
the specific needs that have been identified from requests received from
the migrant community. The contractor shall submit a draft Dissemination
Plan to the COTR for review within fifteen (15) working days of the
effective date of the contract. In five (5) working days, the COTR will
review and comment on the draft plan. The contractor shall submit the
final plan within five (5) working days upon receipt of the COTR's
revisions and approval. Any subsequent revisions to the plan during the
course of the contract year or option year, if exercised, the contractor
shall submit a copy of the proposed changes to the COTR for review and
approval.

Sub-task 4.3: Outreach and Communication with Service Providers

The contractor shall conduct outreach activities and establish linkages
with Federal, State, and local migrant and non-migrant programs,
agencies and organizations in order to promote the inter and intrastate
coordination of programs and services for migrant children and their
families. The contractor shall establish and maintain lines of
communication with identified service providers and potential providers
of services to develop working relationships/partnerships.
Communications shall be designed to increase the contractors' knowledge
and utilization of available resources that can be secured and thereby
promote the effective and efficient delivery of educational, social, and
health services to migratory children and their families. Communication
linkages at the federal level shall be established with, but not limited
to, the Departments of Agriculture, Labor and Health and Human Services,
particularly Migrant Health and Migrant Head Start, the Environmental
Protection Agency and other federal contractors. The contractor shall
include a summary of these linkages designed to promote inter and
intrastate coordination of programs and services in the quarterly
report.

Sub-task 4.4: Activities Supporting Inter/Intrastate Coordination

The contractor shall be able to contribute to and support work intended
to improve the inter/intrastate coordination of services and programs.
Areas of work may include, but are not limited to, migrant child
identification and recruitment, bi-national coordination of education
services, coordination of family literacy services, continuity in
secondary education, uses of technology in education, and the transfer
of student information. The contractor shall be able to conduct the
following activities such as but not limited to 1) meeting planning and
logistics; 2) facilitating meetings; 3) identifying experts and 4)
producing and dissemination of materials or reports relevant to the
efforts. The contractor may use the services of consultants to support
any of these activities.

For planning purposes, the contractor shall anticipate conducting 6
meetings of 1.5 days in length with 8 participants in each meeting. The
meetings may be held in various locations in the continental US.

TASK 5: REPORTS

The contractor shall submit the following reports:

### 

### Subtask 5.1: Quarterly Management Reports

The management report shall contain for Task 3: 1) the originating
number for each incoming call; 2) the analysis of the usage of the toll
free telephone number; 3) an analysis of the types of requests received;
and 4) an explanation of how requests were handled and the extent to
which services have been integrated with other Federal/State/local
migrant and non-migrant service providers. A system shall be in place
that automatically records the originating number of each incoming toll
free telephone line call, as well as the phone number of each outgoing
long-distance call. Each quarterly report shall include a printout of
this information. Information Specialists shall collect descriptive
information on each caller so this can be tabulated and included in the
Management Reports.

The management report shall contain for Task 4: 1) a list of all
activities (meeting, site visit, presentation, distribution of
materials, etc.) reported by sub-task and 2) a list of upcoming
activities for the next quarter, including timeline, deliverables and
estimated budget for each sub-task.

The contractor shall submit this report within fifteen (15) days after
the end of the quarter. The contractor shall meet via telephone with the
COTR within five (5) days after the submission of this report to review
progress and forthcoming plans.

### Sub-task 5.2: Quarterly Expenditure Reports

The financial report shall have itemized categories that are consistent
with the line items in the contract budget. The report shall include:
cumulative incurred cost at the end of the prior period; incurred cost
for current period, cumulative cost to date; estimated cost to complete;
funded contract amount; and the variance of under spending and overages.
The contractor shall submit this report within fifteen (15) days after
the end of the quarter.

### Sub-task 5.3: Site Visit/Meeting/Presentation Reports

The contractor shall submit a report to the COTR, within ten (10)
working days after the conclusion of a meeting, site visit, or
presentation. The report shall contain at a minimum a listing of
participants, dates, purpose, summary of activities and draft meeting
minutes. The contractor shall submit a copy of the finalized meeting
minutes to the COTR within thirty (30) days of the conclusion of the
meeting.

### Sub-task 5.4: Transition Plan

The contractor shall initiate transitional activities thirty days prior
to the expiration of the contract. The contractor shall provide to the
COTR and CO no later that the beginning of the tenth month of each
contract a draft plan for accomplishing transfer to a new contractor.
The COTR will review and comment of the draft plan within ten (10)
working days. The contractor shall submit the final transition plan
thirty (30) days prior to the expiration date of the contract.
Activities that the contractor shall carry out during the transition
phase include:

(a) continued services to clients;

(b) a meeting(s) with the new contractor (in that case) at the new
    contractor's location to discuss a smooth transition of all work and
    a briefing for the new contractor that provides a detailed
    discussion of the status of contract activities;

(c) transfer of all materials and data information produced with
    contract funds. All materials and data shall be packed and shipped
    to an address specified by the Contracting Officer. All data
    tapes/diskettes must be delivered with documentation and in standard
    text file format.

B: DELIVERABLES

+-----------------------------+----------------------------------------+
| **TASK**                    | #### DUE DATE                          |
+-----------------------------+----------------------------------------+
| Draft Updated Baseline      | Within 15 days working days after the  |
| Management Plan             | effective date of the contract award   |
+-----------------------------+----------------------------------------+
| Final Updated Baseline      | Within 5 days working days upon        |
| Management Plan             | receipt of COTR's revisions            |
+-----------------------------+----------------------------------------+
| Revised Letters of          | Within 10 working days after the       |
| Agreement                   | effective date of the contract award   |
+-----------------------------+----------------------------------------+
| Copy of Database            | Within 10 working days after the end   |
|                             | date of the contract award             |
+-----------------------------+----------------------------------------+
| Draft Promotion Plan        | Within 10 days working days after the  |
|                             | effective date of the contract award   |
+-----------------------------+----------------------------------------+
| Final Promotion Plan        | Within 5 days working days upon        |
|                             | receipt of COTR's revisions            |
+-----------------------------+----------------------------------------+
| Draft Dissemination Plan    | Within 15 days working days after the  |
|                             | effective date of the contract award   |
+-----------------------------+----------------------------------------+
| Final Dissemination Plan    | Within 5 days working days upon        |
|                             | receipt of COTR's revisions            |
+-----------------------------+----------------------------------------+
| Quarterly Management Report | Within 15 days after the end of each   |
|                             | quarter                                |
+-----------------------------+----------------------------------------+
| Quarterly Expenditure       | Within 15 days after the end of each   |
| Report                      | quarter                                |
+-----------------------------+----------------------------------------+
| Site                        | Within 10 days working days after the  |
| Visit/Meeting/Presentation  | conclusion of the activity             |
| Reports                     |                                        |
+-----------------------------+----------------------------------------+
| Final Meeting Minutes       | Within 30 days after the conclusion of |
|                             | the meeting                            |
+-----------------------------+----------------------------------------+
| Draft Transition Plan       | The first working day of the tenth     |
|                             | month of the contract period           |
+-----------------------------+----------------------------------------+
| Final Transition Plan       | Thirty days before the end of the      |
|                             | contract period                        |
+-----------------------------+----------------------------------------+

[Distribution of Deliverables:]{.underline}

1 original and two copies shall be forwarded to the COTR

1 copy shall be forwarded to the Contracts Office