G004--FY27: Emergency Residential Services| Orlando

Updated 09/22/25 HM 1 QUALITY ASSURANCE SURVEILLANCE PLAN FOR Emergency Residential Services (Emergency Housing) INTRODUCTION This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate Contractor actions while implementing this Statement of Work (SOW). It is designed to provide an effective surveillance method of monitoring Contractor performance for each listed objective on the Service Delivery Summary (SDS) in this contract. The QASP provides a systematic method to evaluate the services the Contractor is required to furnish. This QASP is based on the premise, the Government desires to maintain a quality standard in providing primary care/mental health services to its patients. The resulting contract is considered the best means of achieving that objective. PURPOSE The Contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved. This QASP does not detail how the Contractor accomplishes the work. Rather, the QASP is created with the premise that the Contractor is responsible for management and quality control actions to meet the terms of the contract. It is the Government’s responsibility to be objective, fair, and consistent in evaluating performance. In this contract the quality control program is the driver for product quality. The Contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the Contractor to success. This QASP explains the following: What shall be monitored. How monitoring shall take place. Who shall conduct the monitoring. How monitoring efforts and results shall be documented. This QASP is a “living document” and the Government may review and revise it on a regular basis. However, the Government shall coordinate changes with the Contractor. Copies of the original QASP and revisions shall be provided to the Contractor and Government officials implementing surveillance activities. Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document shall ensure a robust quality assurance program. -- 1 of 5 -- Updated 09/22/25 HM 2 PERFORMANCE STANDARDS Performance standards define desired services. The Government performs surveillance to determine if the Contractor exceeds, meets or does not meet these standards. The Performance Requirements Summary Matrix is incorporated within this QASP to include performance standards and disincentives. The Government shall use these standards to determine Contractor performance and shall compare Contractor performance to the Acceptable Quality Level (AQL) defined below for each performance requirement. Task Standard Performance Threshold/ Acceptable Quality Level Method of Surveillance ( The Government may, at its discretion, choose any time, announced or unannounced, to have VA personnel inspect the contractor’s records.) Clinical care services to include; working with homeless Veterans and finding them permanent housing and linkage and referrals to other community services. Provision of or linkage to services needed to enable the person served to perform daily living activities including but not limited to budgeting, meal planning, personal care, financial services, medical or other healthcare, assistive technology assessment, or, other identified needs. Completion of documentation needs. Work toward assisting Veteran in obtaining their goals. Work toward assisting Veteran in obtaining cash income or non-cash benefits. Assist Veteran with transportation. Discharging Veterans from program in a timely manner. Contractor shall be responsible for providing VA with bed census reports on each veteran. It will be the responsibility of the contractor to meet applicable performance metrics. Notify VA through their Contracted Residential Services program liaison of any negative incident occurring with a Veteran. Contractor possesses the ability to place veterans on the same day as the referral from the VA. 90% Observation and Random Inspection. Contractor has staffing on-site 24 hours a day, seven (7) days a week. 100% Observation and Random Inspection. Completion of ROI 95% Observation and Random Inspection. Bed census reports shall be due daily for each veteran occupying a bed unless the day is a holiday or weekend, in which case it shall be due the next business day. 100% Receipt of submitted Bed Census Reports. End-of-month bed census reports must be submitted to the VA by the 5th calendar day of every month for the appropriate reporting period. 100% Receipt of End of Month Bed Census Reports. Daily census sign-in sheet to verify attendance in the program. 95% Observation and Random Inspection. Intake completed within three (3) business days of admission. 95% Observation and Random Inspection. Treatment plan completed within 14 days of admission. 95% Observation and Random Inspection. Extension request provided to VA prior to 60-day increments. 100% Receipt of submitted extension request. Discharges completed and submitted to VA liaison within one (1) business days of the veteran exiting the program. 100% Receipt of submitted discharge form. HMIS entered for all program participants. 95% Observation and Random Inspection. (100%) All patient complaints reported within 24 hours. 95% Observation and Random Inspection. Complete a verbal incident report within 24 hours of occurrence. 100% Observation and Random Inspection. Complete and submit a written incident report within 1 business day of occurrence to Residential Services Liaison. 100% Internal Tracking. Assistance with obtaining income and necessary identification and records, enrollment in housing s…