01. Performance Work Statement.pdf

PERFORMANCE WORK STATEMENT (PWS)

For

Hill Air Force Base

Airman & Family Readiness Center Transition Clerk

25 February 2021

1. BACKGROUND

The Airman and Family Readiness Center (A&FRC) assists base leadership in identifying family concerns, resolving problems, helping families navigate the military system and promoting family readiness. A&FRC activities and services include the function areas of relocation, transition, employment, personal financial readiness, personal and work-life education, Key Spouse, family readiness, voting assistance, volunteer resources, military child education, Air Force Families Forever and Gold Star Family Member programs, Exceptional Family Member Program-Family Support, casualty assistance and survivor benefits.

2. SCOPE OF WORK

The intent of the contract is to establish a Non-Personal Services Contract for a Transition Clerk for the Hill Air Force Base A&FRC. The Contractor shall provide data entry services, scheduling of

Transition Assistance Program (TAP) courses for separating/retiring Airman and tracking of completion. This project requires knowledge of military family support programming and extensive knowledge, skills, and abilities associated with this performance work statement. There will be no teleworking allowed due to the nature of the position. The contractor shall supply all services contained in this performance statement of work; however, these services are not limited to those areas identified.

3. PERIOD OF PERFORMANCE

The overall period of performance (PoP) for this contract is five years which includes one base year and four option years as seen below.

Period of Performance:

Base Year: 1 May 2021 – 30 April 2022

Option Yr 1: 1 May 2022 - 30 April 2023

Option Yr 2: 1 May 2023- 30 April 2024

Option Yr 3: 1 Apr 2024 - 30 April 2025

Option Yr 4: 1 Apr 2025 - 30 April 2026

Option To Extend Services 52.217-8: 1 Apr 2025 - 1 Oct 2025

4. PLACE OF PERFORMANCE

5837 D Avenue

Building 150

Hill AFB, UT 84056

5. PERFORMANCE OBJECTIVES

5.1 The Contractor shall establish contact with customers within 365 days of separation via telephone and/or email for scheduling of Public Law TAP requirements and make necessary appointments in AFFIRST system and Outlook scheduler. Regularly monitor email and provide response within 1 business day. Duties require calm, confident, and professional demeanor while advising customers on TAP requirements. The Contractor will seek any information required to perform duties in the most efficient manner. The A&FRC will provide the necessary office space and equipment to accomplish the contract requirements, to include general office supplies, monitor, desk, chairs, software, printer and phone.

5.2 The Contractor is responsible for receiving TAP related telephone calls and scheduling customers for mandated appointments and workshops. Calls should be answered directly as often as possible to avoid calls going to voicemail. When voicemail cannot be avoided, messages will be checked and distributed within two hours of receipt.

5.3 The Contractor shall create and update TAP related workshops in AFFIRST; assign and schedule required Transition appointments to complete for compliance and prepare folders of informational materials for each appointment. Will send email reminders for all TAP classes/tracks.

5.4 The Contractor will update and validate data on DD Form 2648 in milConnect after completion of individual counseling and workshops.

5.5 The Contractor will account for statistics for TAP in AFFIRST. Will complete a monthly VOW Compliance report verifying completion of requirements.

5.6 The Contractor will be responsible for setting up for all TAP-related workshops; placing the required student materials on desks and putting classroom tools in place as outlined and scheduled through the A&FRC Flight Chief. During actual workshop, take daily role.

Report class attendance in Enterprise Solutions (ES) within 5 business dates from completion of class and clear all Virtual Out-processing tasks.

5.7 The Contractor will maintain workshop scheduling following procedures outlined by the

A&FRC Flight Chief. The Contractor will track total number of call in customers daily and document using current recordkeeping processes prior to departing at the end of the duty day.

5.8 The Contractor will maintain confidentiality of all individual and family data concerning sensitive, personal or private information made available to the Contractor during execution of his or her duties. Contractor may not remove customer information from the

A&FRC. All work will be accomplished in a professional, timely and caring manner.

5.9 In the event of Emergency Family Assistance Center (EFAC) activation, the

Contractor will support EFAC operations by providing reception support during standard duty hours.

5.10 Contractor will be attired in appropriate business casual clothing while working in the

A&FRC (i.e. no tennis shoes, flip-flops, sweat suits or t-shirts). If authorized by current policy modest jeans may be authorized on Fridays. Hair styles/coloring will be conservative and in good taste.

5.11 The Contractor will recognize and acknowledge clientele with cognizance of hierarchy and protocol with reference to military rank, civilian grades, and Wing, Higher Headquarters and Tenant Unit organizations. Contractor must be able to work with a diverse clientele.

5.12 The Contractor will be required to complete initial and refresher mission essential computer based training.

5.13 The Contractor will work Monday-Friday,7:30 a.m. – 4:30 p.m., except on days the

A&FRC is closed for holidays, family days, or inclement weather. Contractor will take a one hour lunch break between the hour of 11:00 and 1:00 p.m. Daily lunch times will be coordinated with Flight Chief and/or Team Lead. Lunch periods cannot be postponed to be used at the end of the duty day.

5.14 The Contractor must possess:

Basic understanding of military protocol and Air Force Terminology

Excellent customer service skills

The ability to work with a diverse population

Above average oral communication skills. Must be able to read, write, speak, and understanding English.

Ability in utilizing a personal computer and proficient in Microsoft Office for use in producing a variety of documents, such as emails, reports, and spreadsheets

Must pass a background investigation in order to obtain CAC for access to installation and necessary computer systems

Ability to maintain/update simple web-based scheduling and data entry systems

Familiarity with internet-based databases and tools such as Zoom and FaceTime

Possess a minimum of six months of data entry experience

Ability to plan, organize work and meet deadlines

5.15 The Contractor shall safeguard all government-owned equipment and materials in his/her possession or use. The Contractor shall not have access to classified information or systems. Additionally, all resources provided by the government to assist the Contractor in the performance of their contract will be surrendered upon termination of employment or the end of the contract performance period.

5.16 The Contractor is required to notify the A&FRC Flight Chief or Team Lead at least 5 working days prior to any planned absence. The position may not be vacant for any days or hours. The Contractor will notify the A&FRC Flight Chief or Team Lead immediately if an emergency or illness will cause an absence. The Contractor will provide a suitable, trained replacement for all absences; in the case of unplanned/emergency absences a replacement will be provided within 4 hours of emergency or illness notification.

5.17 The Contractor and, as applicable, subcontractor shall not employ persons for work on this contract if such employee is identified as a potential threat to the health, safety, security, general well-being or operational mission of the installation and its population, nor shall the contractor or subcontractor employ persons under this contract who have an outstanding criminal warrant as identified by Law Enforcement Agency Data System (LEADS) through the National Crime Information Center. LEADS checks will verify if a person is wanted by local, state, and federal checks. Contractor and subcontractor personnel must consent to

LEADS background checks. Contractor and subcontractor personnel who do not consent to a

LEADS check will be denied access to the installation. Contractors shall ensure their employees and those of their subcontractors have the proper credentials allowing them to work in the United States.

6. QUALITY CONTROL

6.1 Quality Assurance

The government will periodically evaluate the contractor’s performance by appointing a representative(s) to monitor performance to ensure services are received. The government representative will evaluate the contractor’s performance through intermittent on-site inspections of the contractor's quality control program and receipt of complaints from base personnel. The government may inspect each task as completed or increase the number of quality control inspections if deemed appropriate because of repeated failures discovered during quality control inspections or because of repeated customer complaints. Likewise, the government may decrease the number of quality control inspections if merited by performance. The government will also investigate complaints received from various customers located on the installation. The contractor shall be responsible for initially validating customer complaints. However, the government representative shall make final determination of the validity of customer complaint(s) in cases of disagreement with customer(s).

6.2 Contracting Officer Representative (COR)

The COR is the authorized government representative(s) who will perform assessments of the contractor’s performance. Subsequent to contract award, the identity of the COR(s), with a letter defining their duties and authority will be promptly furnished to the successful bidder/offeror. The COR(s) or alternate(s) will inform the contract manager in person when discrepancies occur and will request corrective action. The COR(s) or alternate(s) will make a notation of the discrepancy on their assessment checklist with the date and time the discrepancy was noted and will request the contract manager (or authorized representative) to initial the entry on the checklist. Any matter concerning a change to the scope, prices, terms or conditions of this contract shall be referred to the CO and not to the COR(s). The services to be performed by the contractor during the period of this contract shall at all times and places are subject to review by the CO or authorized representative(s).

6.3 Vindicator Keys

The contractor shall prohibit the use of keys or vindicator cards issued by the government by any persons other than the contractor’s employees. The contractor shall prohibit the opening of locked areas by contractor employees to permit entrance of persons other than contractor’s employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the CO.

7. HOURS OF OPERATION

7.1 Normal Hours of Operation

The Contractor shall perform the services required under this contract during Core Business

Hours Monday through Friday except Federal holidays, during the core duty hours of 0800-1600, except as noted in individual workload data. Hours of support may vary over the course of the contract. The Contractor shall optimize personnel staffing and manning to match the individual workload requirements and performance criteria between these hours.

7.2 Recognized Holidays

The contractor is not required to provide service on the following days: New Year’s Day, Martin

Luther King Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Days, Thanksgiving Day and Christmas Day. If the holiday falls on Saturday, it is observed on Friday. If the holiday falls on a Sunday, it is observed on Monday. The Contractor may be required to observe all energy days and/or other down days as directed by OO-ALC

Complex Commander and/or AFMC at no cost to the Government.

7.3 Emergency Services

On occasion, services may be required to support an activation or exercise of contingency plans outside the normal duty hours described above. The contractor’s responsibilities for emergency support will be defined in the workload data. This is an unplanned event that would require staff that would need to be able to communicate and perform services for Base infrastructure.

7.4 Government Observations

Government personnel, other than the CO and CORs, may from time to time, with CO coordination, observe contractor operations. However, these personnel may not interfere with contractor performance or make any changes to the contract.

8. POINTS OF CONTACT

Point of contact for this project is the Hill AFB A&FRC Flight Chief, Ms. Kimberly Taylor, reachable by phone at (801) 777-4681 or by email, kimberly.taylor.3@us.af.mil.