HAFB Front desk PWS Updated.pdf

PERFORMANCE WORK STATEMENT (PWS)

FOR

FRONT DESK/DATA ENTRY SPECIALIST

66 FSS/FSH

22 June 2025

66th Force Support Squadron

POC Bethany Campbell

Point of Contact:

66th Force Support Squadron:

Name: Bethany Campbell

Phone: (781) 225- 2765

Email: bethany.campbell.1@us.af.mil

Contracting Officer (CO):

Name: Jennifer Calisi

Phone: (380) 456-3186

Email: jennifer.calisi@us.af.mil

Contract Specialist:

Name: Kamryn Anderson

Phone: (380) 456-3786

Email: kamryn.anderson@us.af.mil mailto:bethany.campbell.1@us.af.mil mailto:jennifer.calisi@us.af.mil mailto:kamryn.anderson@us.af.mil

PERFORMANCE WORK STATEMENT

FOR

66 FSS/FSH MILITARY & FAMILY READINESS CENTER

FRONT DESK/DATA ENTRY SPECIALIST

1.0 SCOPE OF WORK

The contractor will receive telephone calls, greet visitors, ascertain the nature of the call or visit, direct clients to the appropriate program manager in the Military and Family Readiness Center

(M&FRC), schedule clients for M&FRC classes and provide complete and clear information that addresses most routine or procedural issues. The contractor shall be responsible for performing various clerical and administrative duties, including entering all required information and data, and maintaining currency within the Air Force Family Integrated Result Statistical Tracking

(AFFIRST) database system. The contractor shall input all Transition Assistance Program (TAP) data and resources in the AFFIRST web application to include but not limited to scheduling clients for classes and workshops and sending reminder emails one week prior to class start date or timeline suggested by program managers.

1.1 Duties shall be performed at 10 Kirtland St., Bldg. 1240, Hanscom AFB, MA 01731.

1.2 Period of Performance will be 60 months. A base year with four 1-year option year periods.

• Base Year: 30 Sept 2025- 29 Sept 2026

• Option Year 1: 30 Sept 2026 – 29 Sept 2027

• Option Year 2: 30 Sept 2027 – 29 Sept 2028

• Option Year 3: 30 Sept 2028 – 29 Sept 2029

• Option Year 4: 30 Sept 2029 – 29 Sept 2030

2.0 HOURS OF WORK

Services shall be performed 40 hours per week, during the times M&FRC is open which is currently Monday through Friday from 0800-1600. The contractor may start as early as 0730 but no later than 0800. Lunch breaks will be for thirty minutes and must be taken between the hours of 1100-1300, with any deviation approved by the Chief of M&FRC. The contractor is not required to perform service on Federal Holidays.

• New Year's Day (January 1).

• Birthday of Martin Luther King, Jr. (Third Monday in January).

• Washington's Birthday (Third Monday in February).

• Memorial Day (Last Monday in May).

• Juneteenth National Independence Day (June 19).

• Independence Day (July 4).

• Labor Day (First Monday in September).

• Columbus Day (Second Monday in October).

• Veterans Day (November 11).

• Thanksgiving Day (Fourth Thursday in November).

• Christmas Day (December 25).

3.0 CONTRACTOR PERSONNEL

The contractor shall have a strong working knowledge and capability to operate data entry device(s) to input lists, records, or other data points into an electronic format. The contractor shall have a strong working knowledge of Web Based applications (Microsoft Edge/Chrome), Microsoft (MS) Office Word, MS Office Excel, and other MS Office Suite Products. The contractor shall be familiar with standard concepts including prior customer service experience of a minimum of 12 months, practices, and procedures within a customer support and business environment. The contractor shall be able to rely on experience and judgment to plan and accomplish goals in a timely manner. The Contractor shall take task direction and training from

Government personnel; however, they directly report to the Prime Contractor for matters concerning employer/employee. The United States (US) Government in no way shall act in the capacity of supervisor to contractor personnel.

4.0 DESCRIPTION OF SERVICES

The contractor shall provide services as identified in this Performance Work Statement to the

Military & Family Readiness Center.

4.1 The Contractor shall provide reception services for M&FRC Reception Center visitors/clients and accomplish customer service and administrative duties as required.

4.2 The Contractor shall provide data entry into web-based systems, AFFIRST and Department of Defense (DOD) TAP systems.

5.0 DUTIES AND RESPONSIBILITIES

5.1 Contractor shall receive telephone calls, greet visitors, ascertain the nature of the call or visit, direct clients to the appropriate M&FRC staff member, looking for opportunities to raise awareness of M&FRC programs and services.

5.1.1 Contractor shall schedule clients for M&FRC classes and provide complete and clear information that addresses most routine or procedural issues.

5.1.2. The Contractor shall input all TAP data and resources in the AFFIRST to include but not limited to scheduling clients for Transition Assistance Program workshops to include sending reminder emails one week prior to class start date unless a different timeline is directed by program managers.

5.1.3. The Contractor shall maintain the appearance of the Front Desk. The Contractor will align chairs, materials, publications, and resources daily and report inoperable equipment to M&FRC management.

5.1.4. The Contractor shall ensure all clients completely sign-in and generate a monthly client usage report in the format established by M&FRC management.

5.1.5. This position will be performed at Hanscom AFB at the location specified in paragraph

1.1. This position may be eligible for situational telework, in the event national health directives and/or base regulations require it. If telework is directed, duty hours will remain the same, as would the duties listed above, not including 5.1.3 and 5.1.4.

5.1.6 Data entry tasks, as referred to in 5.1.2 and 5.1.4, shall be performed at 85% accuracy within 2 business days.

5.2 Service Summary

Performance

Objective

Paragraph # Standard Performance Threshold

SS-1:

Provide

Qualified

Workforce

13 Contractor provides qualified workforce by filling a vacancy as per the timeframe identified in

PWS

Paragraph

13.2.

Performance is acceptable, not more than one (1) COR/CO validated complaint per year for filling a vacancy.

Performance is acceptable when:

1) Contractor personnel meets required quality performance standards.

When employee turnover occurs, the vacancy is filled with qualified personnel within 30 business days of vacancy, unless approved in writing or otherwise directed in advance by the CO.

SS-2: Quality

Performance

3.0, 4.0, 5.0, All subparagraphs

Contractor personnel, at a minimum, satisfactorily meet performance requirements in PWS

1) Not more than one (1) COR/CO validated complaint per quarter;

AND

2) There is no mission impact

Paragraphs

3.0, 4.0 and

5.0, including subparagraphs

SS-3:

Customer

Service

(calls, greeting)

5.1 Contractor

personnel, at a minimum, will answer

100% of phone calls at

M&FRC as well as greet

100% of customers entering

M&FRC.

Performance will be monitored by the COR.

1) Not more than one (1) COR/CO validated complaint per quarter;

AND

2) There is no mission impact

SS-4:

Data Entry/

Reports

5.1.2, 5.1.4, 5.1.6

Contractor personnel, at a minimum, will enter data into their designated systems at

85% accuracy within two (2) business days.

Performance will be monitored by entries made into the

AFFIRST system and metrics reports generated within

AFFIRST.

Reports will be monitored monthly or as needed based on performance.

6.0 SECURITY REQUIREMENTS:

6.1 The Contractor shall receive initial and recurring security education training from the sponsoring agency’s security manager.

6.2. The contractor shall be responsible for safeguarding all Government property provided for contractor use. At the close of each work period, Government facilities, equipment, and materials shall be secured in accordance with established procedures. A Government employee does not need to be present in the building for duties to be performed.

6.3. The contractor shall possess the necessary identification for obtaining a Common Access

Card.

6.4. The contractor shall return all identification, such as the Government issued CAC, media prior to contract expiration or termination of service.

7.0 JOB QUALIFICATIONS

7.1. The contractor must be proficient in applying and troubleshooting Microsoft Office Suite applications to include MS Windows, MS Word, MS excel, MS PowerPoint.

7.2. Customer service and communication skills are required in the professional environment of the M&FRC. Therefore, a minimum of one year’s experience working in customer service is required.

7.3. The contractor should have a basic understanding of military protocol, support group organizations, understanding of family systems in a military setting, and poses the ability to communicate and work effectively with a diverse population.

7.4. The contractor is expected to dress in appropriate business casual attire while in performance of contract.

8.0 PRIVACY ACT

8.1 Work on this contract may require that Contractor have access to Privacy Information.

Contractor shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a.

9.0 Government-furnished Property and Support: The Government will provide the following at no cost to the Contractor:

9.1 Contractor personnel shall be required to attend or take training deemed essential or mandatory by Air Force Directives and Instructions or directed by the Military & Family

Readiness Center Chief.

9.2 The Government shall provide training on all computer-based systems used by the M&FRC except for Microsoft Office (Contractor shall be proficient in this area). The Government shall also supply/furnish the necessary workspace, desk, personal computer, associated equipment and office supplies necessary for normal daily office functions. The contractor shall be responsible for safeguarding all Government property provided for contractor use.

9.3 The Government shall provide telephone service for official use only. Government furnished phones will not be used for personal business or company business. Personal devices will not be used while providing customer service at the front desk.

9.4 The M&FRC will be responsible for providing the necessary paperwork to get the contractor’s personnel access the Hanscom AFB Local Area Network (LAN). The contractor is responsible for ensuring personnel complete the required documents within 24 hours so computer access can be obtained in a timely manner. Contractor personnel will be required to pass an Information Assurance exam to gain access to the network, and have a favorable Security background check.

9.5 In the event of mandated telework, the Government shall provide the following items:

government-issued computers and peripherals. A telephone will not be provided.

10.0 DELIVERABLES

10.1 The Contractor shall provide the Chief of M&FRC and the COR a monthly data entry report in the format established by M&FRC management not later than the fifth (5th) working day of the month.

10.2 The Contractor shall provide the Chief of M&FRC and the Contracting Officer qualifying documentation (i.e. resume which includes at least three professional references) if a vacancy for the Front Desk/Data Entry Specialist occurs no later than (NLT) 30 days after vacancy occurs.

12.0 QUALIFICATION SUBMITTALS

12.1 Resume

12.2 References, no less than three professional references. No personal references are allowed.

13.0 VACANCIES

13.1 The Front Desk/Data Entry Specialist position is considered vacant on the last day of the contractor employee’s resignation notice.

13.2 Once the Contractor has informed the Government that the Front Desk/Data Entry

Specialist position is vacant during the term of this contract, the Contractor shall actively seek to hire a replacement, with the understanding that the security process for the position often requires at least 1 month for access to the installation and its systems. If the Contractor has not nominated and begun the security process for a replacement within 30 days of the vacancy, the Contractor forfeits the right to invoice for that month.

14.0 INVOICES

14.1 Invoices will be paid monthly via Wide Area Workflow (WAWF).