4. 70RFP324REH000001 - Attachment 2.pdf

70RFP324REH000001

ATTACHMENT J-2

STATEMENT OF WORK (SOW)

PUBLIC SAFETY TELECOMMUNICATORS

ALARM MONITORING SERVICES

1.0 BACKGROUND INFORMATION

The Homeland Security Act of 2002 moved the Federal Protective Service (FPS) to the Department of Homeland Security (DHS), Immigration and Customs Enforcement (ICE) on March 1, 2003. In 2019, FPS transferred to the DHS, Management Directive (MGMT) with the primary mission of supporting essential Federal Executive Branch functions, specifically to include protecting federally owned or leased facilities. The direct efforts of FPS ensure that a safe environment in which Federal agencies conduct their business without fear of violence, crime or disorder is recognized.

2.0 OBJECTIVE

The objective of this effort is to obtain Public Safety Telecommunicator & Alarm Monitoring services in support of FPS and the National operations of each MegaCenter located in Denver, Colorado, Battle Creek, Michigan, and Philadelphia, Pennsylvania. As briefly detailed above, the MegaCenter Program resides under DHS/MGMT/FPS. This will also include services performed at the St. Elizabeths West Campus, Campus Security Operations Center (CSOC) located in Washington D.C and the Alexandria Virginia Bren Mar facility.

Here in after, throughout out this document, when MegaCenters is stated, it will include the Denver, Colorado, Battle Creek, Michigan, Philadelphia, Pennsylvania, Bren Mar (Alexandria, Virginia) facility, and the CSOC (Washington, D.C.) locations.

3.0 SCOPE OF WORK

The primary purpose of this project is to provide for Public Safety Telecommunicator & Alarm Monitoring support services. This includes direct support of the MegaCenters, in monitoring multiple types of Intrusion Detection Systems (IDS), Land Mobile Radio Systems, and wireless communications within federal facilities, throughout the entire nation. The MegaCenters are equipped with communication systems operating 24-hours a day, 7-days a week, and 365-days per year. Public Safety Telecommunicator & Alarm Monitoring services are in support of the MegaCenters, and their duties include, but are not limited to the following:

• Operate voice radio communication systems and maintain voice radio communications in the assigned networks. For example, receiving and transmitting routine and emergency instructions. Also, providing responses to all requests for assistance, dispatching police, emergency services and security personnel, conducting routine roll calls and on-air status checks. In addition to, controlling the radio network to ensure proper procedures are followed.

• Maintain liaison on the assigned emergency and non-emergency telephone lines to expedite a variety of routine and emergency calls for police assistance from the public and/or employees of customer federal agencies.

• Monitor and respond to state, local and federal law enforcement radio communications. This includes, monitoring transmissions that pertain to conditions and/or activities that may relate to or affect DHS activities.

• Monitor and operate MegaCenter alarm monitoring equipment. This includes but is not limited to, regular and routine testing of alarm processing systems, making all necessary log entries for alarms emanating from within the area served by the MegaCenter and/or from within the geographic area supported by the associated alarm-reporting system.

• Maintain detailed logs of all calls, actions and activities engaged in by the MegaCenter. This includes but is not limited to, event numbers issued to FPS and associated contract guard services personnel who are involved in incidents or investigations. This also includes making such reports as may be required for the FPS reporting system.

• Prepare a variety of reports and logs in the English language that document incidents and activities associated with the MegaCenter. This includes but is not limited to, developing, and maintaining MegaCenter incident reports, complaints, activity reports and complaint file systems. All operator logs shall be kept readable/legible, orderly, and neat, and shall include such detail as is required by the Contracting Officers Technical Representative (COR).

• Observe video surveillance system (VSS) and controlling associated cameras and coordinating single-agency and multi-agency Public Safety responses if available (as appropriate) to observed events.

• Maintain complete emergency notification log(s) for all key personnel and facilities within the MegaCenter. This includes but is not limited to, contacting designated personnel, as required to respond to incidents and activities. This also includes acting as the contact in receiving and relaying emergency notification reports and calls to and from the FPS Headquarters, Regional Offices, and/or client agencies.

• Maintain and monitor MegaCenter status boards, listing all assigned FPS personnel. (As necessary)

• Coordinate with FPS supervisors or their designee, regarding necessary decisions affecting the FPS mission during emergency situations. In rare cases, in the absence of a designated district official, follow through until an FPS official is notified.

• Report on all system and equipment failures to the appropriate FPS staff and the

COR.

• Monitor, operate and acknowledge alarms and events. Assist in dispatching Federal Protective Officers (FPOs), Protective Security Officers (PSO’s), facility staffs, and/or local police (as needed).

• Monitor and/or operate all communication, computer equipment and software programs that may currently exist in and/or may be added to the MegaCenter during the duration of this contract. FPS will provide the contractor with appropriate training for all new separate operator functions.

• Perform annual validation of all contact lists and document any alterations in service ticket system.

• Perform data entry. This includes calling clients to get updated information and updating records, logging offense and incident information.

Interrelationships of Contractors

The awarded Contractor shall operate under the umbrella of DHS, FPS MegaCenter governance and oversight processes that dictate interactions among DHS FPS Headquarters, DHS MegaCenters, the awarded Contractor herein, and all other DHS FPS Contractors addressing interrelated requirements of the FPS MegaCenter Program.

(a) The Government has entered into other contractual relationships in order to provide support services in the conduct of critical MegaCenter activities separate from the work to be performed under this award yet having links and interfaces to them. Further, the Government may extend these existing relationships or enter into new relationships. The Contractor may be required to coordinate with such other Contractor(s) through the Contracting Officer and Contracting Officer’s Representative in providing suitable, non-conflicting technical interfaces and avoidance of duplication of effort. Through suitable taskings, these other Contractor(s) may be requested to assist the Government in the successful execution of technical efforts through performance and/or through deliverables.

Information on in-scope deliverables, may, at the discretion of the Government, be provided to such other Contractor(s) for the purpose of such review and technical execution.

(b) A Non-Disclosure Agreement (NDA), DHS Form 11000-6, shall be signed by all Contractor employees assigned to perform in-scope services under this award prior to any work commencing.

Emergency Support Services

In addition to the top-level scope of work delineated above, the following specific services are also required in successfully supporting the MegaCenters with mission critical Public Safety Telecommunicator and alarm monitoring efforts.

This requirement includes both Core and Emergency Support Services (ESS). Core services are the permanent ongoing services required in support of routine, day-to-day MegaCenter operations.

ESS are special regional and HQ operations that target particular areas, buildings, functions, etc. that happen during the year. ESS are required for unplanned, unpredictable events (i.e., nature disasters such as floods, hurricanes, tornados; deployment of Mobile Command Vehicles; failover, etc.), as well as planned events (i.e., Republican National Convention; Democratic National Convention; G# Conference; etc.).

4.0 SPECIFIC REQUIREMENTS

4.1 PUBLIC SAFETY TELECOMMUNICATOR SERVICES

4.1.1 Public SafetyTelecommunication (PST) Supervisor

The Contractor shall provide Public Safety Telecommunicator (PST) Supervisor, Bureau of Labor Statistics (BLS) Category 43-5031, support services for the FPS MegaCenters.

In addition to the duties reflected below, the Public Safety Telecommunicator Supervisor’s resource provided for may perform on-site supervisory efforts as required.

In the event Public Safety Telecommunicator Supervisors are performing in a supervisory role, limited operator duties, for example to relieve operators for a short time period, are acceptable only.

Specifically, Public Safety Telecommunicator Supervisor assistance shall be responsible for executing the following efforts:

• Provide quality control and continuity for Law Enforcement Operations for regions covered by the FPS MegaCenters. Supervise all aspects of operations regarding all rules, regulations, policies, and procedures.

• Review Public Safety Telecommunicator performance ex post facto by auditing events, radio transmissions, alarm responses and phone calls on a daily basis, following up with Public Safety Telecommunicators regarding any issues found.

Answer questions and provide guidance to Public Safety Telecommunicator when needed.

• Review and sign off on all Public Safety Telecommunicator training documentation.

• Perform yearly performance evaluations of all Public Safety Telecommunicator personnel. Administer corrective actions as needed, and complete supervisory-related administrative duties with minimal oversight and assistance.

• Maintain and administer schedules ensuring proper shift staffing for 24 hours a day, 7 days a week operation. Organize and administer the biannual shift-bid for personnel.

• Maintain confidentiality of information read or heard while performing as Supervisor.

• Review and approve time and attendance for contractor support personnel.

• Communicate with the public, government employees, and other law enforcement agencies using radio and telephone communications. Provide for a high level of customer service skills to government stakeholders and customer agencies, specifically offering the best possible service in all situations.

• Verbally communicate in a clear and concise manner on both telephone and radio systems.

• Receive and correctly process emergency communications by telephone and radio transmissions, alarm monitoring software, Alarm System and Telephone Deaf Display units.

• Compose accurate entries in MS Word and MS Excel programs. Must be able to type 35 words per minute with less than one mistake on average.

• Monitor the primary MegaCenter email address and respond quickly to communications from headquarters, FPS field personnel, local management, and stakeholder agencies.

• Troubleshoot all equipment issues, including radios, computer hardware, software and furniture and report to appropriate personnel. Coordinate yearly preventative maintenance on all radio resources with radio subcontractors, FPS radio technicians and FPS officers.

• Maintain a constructive working relationship with FPS field personnel by fielding questions and complaints and following up on both. Complete requests for voice recordings for FPS personnel, compile and review all recordings before dissemination.

• Complete all duties for any staff members whenever staff has to leave the dispatching area and handle all issues for non-supervisory staff when they need assistance.

• Monitor the National Criminal Information Center (NCIC) for Be On the Lookout, Hit Confirmations, and Officer Safety Bulletins nationwide, and direct that information to the appropriate regions. Track and maintain NCIC verifications, Criminal History Information, FPS warrants, purges and audits for all records entered by MegaCenter personnel.

• Conduct mission continuity “failover” testing with sister MegaCenters. Regularly attend staff meetings. Conduct weekly conference calls with each region’s command staff, fielding questions and concerns and providing feedback to FPS personnel.

• Research and provide responses to inquiries, issues, and/or complaints.

• Receive after-hours alarm department phone calls and assist customers with alarm-related issues.

• Receive and forward subcontractor information regarding equipment outages.

• Maintain logs to track equipment impairments and outages so that the radio and

IT groups have a comprehensive background of what occurred while they were not in the office.

• Compile and disseminate nightly and weekly reports detailing all FPS activity for the day/week to regional command staff and headquarters personnel.

• Perform periodic satellite phone testing including coordination of testing with field personnel.

• Complete other in-scope tasks/projects as assigned by the Contract Program Manager or MegaCenter Manager.

• Provide a monthly report on all service work accomplished during the previous month by the 5th workday of the month following the performance of the work.

The minimum required qualifications for this position are as follows:

• High School diploma or GED

• Minimum of 3 years’ experience as a 911 PST or similar function in an emergency call center.

• Excellent phone skills

• Be able to handle filing and other administrative duties.

• Knowledge of a 24-hour emergency communication center including familiarity with public safety functions and concerns and of the public safety communication’s environment, demands, requirements and related laws, regulations, and systems.

• Supervision - Knowledge of leadership techniques, principles, and procedures to assign work, schedule, supervise, train, and evaluate the work of assigned staff.

• Customer Service – Knowledge of principles and processes for providing customer services. This includes meeting established quality standards.

• Judgment and Decision Making – Uses logic and reasoning to analyze, understand, and evaluate complex situations. Identifies the strengths and weaknesses of alternative approaches or solutions, to a situation. Exercises appropriate judgment in establishing priorities. Considers the relative costs and benefits of potential actions.

• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees at all levels, representatives from various departments, and outside agencies. Effectively responds to and resolves complex inquiries and disputes.

• Computer Skills – Utilizes a personal computer with word processing, spreadsheet and related software with reasonable speed and accuracy.

4.1.2 General Level Public Safety Telecommunicator (PST) Support

The Contractor shall provide to the Government general level Public Safety Telecommunicator (PST), BLS 43-5031, support services for the FPS MegaCenters.

Efforts and functions required herein are reflected across competency levels within the general level Public Safety Telecommunicator support tasks. Specifically, general level Public Safety Telecommunicator assistance is required in supporting the following efforts.

• Assist in monitoring FPS and contract guard radio traffic, receive emergency and non-emergency phone calls from customers, contract Protective Security Officers, FPS law enforcement officers and employees and members of the public and other sources regarding crime, threats, disturbances, acts of terrorism, fires, medical emergencies, and other public safety matters, and monitor security alarm systems in federal buildings for all US states and territories; coordinate the appropriate response to these events to include sending and receiving audible and easily distinguishable and understandable English language voice communications via radio and telephone systems; answering verbal inquiries;

coordinating the activities of law enforcement and other public safety personnel;

obtaining and relaying public safety information, and calling clients to update their records.

• Think and act quickly, calmly, and accurately in emergency situations and under stressful circumstances and be prepared to collaborate and coordinate with personnel both on the operations floor and in the field.

• Thoroughly document all calls and capture initial event information in a prescribed system or database including the documentation of statistics on officer, guard, and local response, as well as any additional notifications made. Ensure officer safety by maintaining complete and accurate officer tracking logs with officer movements, activities, radio identifiers and vehicle mileage.

• Operate (recording, playing, logging, storing tapes, and changing tapes) multi-channel radio and telephone audio logging/recording equipment.

• Maintain the “pass-down log” of all incidents and calls received. Assign Event Control Numbers as needed and enter case data into a secondary online database.

• Access Federal, State, and local criminal databases including for example, the NCIC, The Colorado Criminal Information Center (CCIC), Michigan Law Enforcement Information Network (LEIN) and the Washington Criminal Information Center (WACIC) and maintain compliance with all related regulations and procedures. Document all clearances in multiple locations for verification and audit purposes. Maintain other statistical logs such as Criminal History and Countermeasure logs.

• Assist with quality review of events created by fellow Public Safety Telecommunicators, checking for completeness and accuracy.

• Monitor and make notifications for all alarms received based on customized notification lists unique to each account. Document all actions taken in the alarm monitoring software, as well as in the daily operation log.

• Assist other PSTs as required with high-priority emergency calls.

• Maintain familiarity with different types of alarms, monitor and make notifications for all alarms received based on customized notification lists unique to each account. Document all actions taken in the alarm monitoring software, as well as in the prescribed database.

• Operate primarily Microsoft Windows-based desktop computers and software, and preserve a working understanding of all equipment, identifying issues or malfunctions and notifying supervision if a problem is identified.

• Monitor in-house VSS cameras. Provide after-hours answering service for multiple government agencies as required or currently set up per MegaCenter.

During the term of this contract additional post and pre alarm camera monitoring may be required.

• In the event of a partial or complete failover of a MegaCenter, Public Safety Telecommunicators will assume all dispatching duties for the impacted MegaCenter.

• Periodically perform duties as a floor trainer for incoming Public Safety Telecommunicator trainees.

• Other duties as assigned by supervisors or management.

• Routinely test MegaCenter alarm and communication systems including, but not limited to, such tasks as hourly communication tests, Telephone Recording Devices-Plugged in checks, test radio frequencies, test headsets for malfunctions and UL required receivers and printers.

• In the event a Computer Aided Dispatch System (CAD) is installed in the MegaCenters, contract personnel shall receive the necessary training to proficiently work with this system.

• Maintain awareness of contact information and locations of FPS Regional leadership (Region Director, Deputy Region Director) for the regions covered by the MegaCenter.

• Ability to work under stress and to respond to emergency communications.

• Minimum of 1 year experience as a 911 PST or similar function in an emergency call center.

• Excellent collaboration, communication, and phone skills

• Ability to multi-task in a fast-paced environment

• Be able to handle filing and other administrative duties.

• Knowledge of a 24-hour emergency communication center including familiarity with public safety functions and concerns and of the public safety communication’s environment, demands, requirements and related laws, regulations, and systems.

• Computer Skills – Knowledge of the Microsoft suite of tools to include MS Teams, Word, Excel, PowerPoint, and SharePoint and ability to type 35 words per minute with less than one mistake on average.

• Familiarity with CAD systems is desirable but not required.

4.2 DATA ANALYST SUPPORT SERVICES

Data analyst support shall be provided to the government in performing technical efforts to include but not limited to creating and modifying alarm accounts, buildings, and contact information within various MegaCenter systems. The primary purpose of the data analyst support services is the information management of an alarm monitoring system and the current MegaCenter information system; in order to, assist with dispatching operations. Data analyst support services will include, but is not limited to, performing the following tasks:

4.2.1 Data Analyst I Support

• Maintain information in all MegaCenter systems to include but not limited to:

o Buildings

Validate/maintain information through a reliable source (GSA building management, FPS Law Enforcement, etc.) including:

• Physical Building information

• Emergency and non-emergency contacts

• FPS Inspectors

• Local Responders

• Guard Posts

• Occupant Agencies

• Elevators

• Amenities

Update building profiles with special instructions regarding emergency and non-emergency events to assist dispatching operations.

Projects

• Validate Local Responders

• PSO Post Updates

• Contact clean up

• Call list project

Verify and complete the addition and removal of buildings in the MegaCenter information system using weekly GSA Rexus.

o Alarm Accounts Validate/Maintain information on all alarm accounts, to include physical demographics, local responders, government agency contacts, zones, and panel information.

Document alarm account notes/instructions/procedures in the appropriate areas in an alarm account profile.

Create and delete accounts in the required MegaCenter system(s).

Maintain hard copies of all alarm accounts as a backup to the alarm monitoring system to comply with Underwriters Laboratory certification requirements.

Prepare alarm reports for government agency contacts and FPS Personnel.

Receive, complete, and respond to alarm and/or account inquiries from government agency contacts using service requests as a tracking tool in the MegaCenter information system.

Contact government agency contacts for current information regarding alarm and building accounts.

o Contacts Validate and update information within officer and contact profiles in the MegaCenter information system.

• Perform quality assurance for:

o Overall accuracy of all MegaCenter information systems.

o Public Safety Telecommunicator Events:

Validate times for Public Safety Telecommunicator events.

Exclude times in Public Safety Telecommunicator events for delayed calls, assist in providing information management support to include but not limited to project management services.

Send quality review emails to the MegaCenter if a change to an event is required.

Research events to identify third party alarm building discrepancies.

o MegaCenter correspondence (including Spot Reports, Flag Notification, Daily Blotter, etc.)

• Maintain all tracking and logging tools providing statistical data in the MegaCenter information system.

• Log FPS and MegaCenter operational stats on a daily basis using events in the Dispatch Operations Log. Create, document, and disseminate reports upon request to FPS Headquarters personnel, FPS Regional personnel, MegaCenter Management.

• Create, edit, or delete accounts in the current MegaCenter system.

• Maintain hard copies of all alarm accounts as a backup to the alarm monitoring system to comply with UL certification requirements.

• Maintain a level of expert knowledge of the MegaCenter information systems.

• Assist in providing training to personnel on the operations of each system to include, but not limited to:

o Alarm Monitoring Software o Law Enforcement Information Management System (LEIMS) or other information management software o MIST o MegaN

• Provide recommendations to other departments in the MegaCenter on how to use each system listed above effectively and efficiently.

• Excellent phone skills

• Be able to handle filing and other administrative duties.

• Knowledge of a 24-hour emergency communication center including familiarity with public safety functions and concerns and of the public safety communication’s environment, demands, requirements and related laws, regulations, and systems.

• Customer Service – Knowledge of principles and processes for providing customer services. This includes meeting established quality standards.

• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees at all levels, representatives from various departments, and outside agencies.

• Computer Skills – Utilizes a personal computer with word processing, spreadsheet and related software with reasonable speed and accuracy.

4.2.2 Data Analyst II Support

Data Analyst II support services will include but is not limited to performing the tasks above with addition to the following tasks:

• Provide extended training and guidance to entry level data analyst and data entry personnel in managing information systems.

• Assist in providing training to Data personnel on the operations of each system.

• Recommend procedures and processes for operations of system.

• Maintain all tracking and logging tools providing statistical data in the

MegaCenter information system.

• Perform a quality assurance process to all Public Safety Telecommunicator events.

• Create, document, and disseminate reports for FPS officers upon request.

• Validate and update the addition and deletion of buildings in the MegaCenter information system using the weekly GSA Rexus Report.

• Compile U.S. Government Accountability Office (GAO) statistical information on a monthly basis for dissemination.

• Input new contract employee and maintain personnel information of existing employees into the MegaCenter information system.

• Provide a monthly report on MegaCenter response times for both emergency and non-emergency events during the previous month by the 5th workday of the month following the performance of the work.

• Generate monthly report to manage Quality Assurance Activities.

• Generate a monthly FPS Officer Involved Incidents report.

• Review Standard Operating Procedures (SOP)’s as needed to ensure they are up to date.

• Be able to handle filing and other administrative duties.

• Knowledge of a 24-hour emergency communication center including familiarity with public safety functions and concerns and of the public safety communication’s environment, demands, requirements and related laws, regulations, and systems.

• Customer Service – Knowledge of principles and processes for providing customer services. This includes meeting established quality standards.

• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees at all levels, representatives from various departments, and outside agencies.

• Computer Skills – Utilizes a personal computer with word processing, spreadsheet and related software with reasonable speed and accuracy.

4.3 CASE MANAGEMENT SYSTEM DATA SUPERVISOR SERVICES

The Contractor shall provide to the Government Law Enforcement Case Management Systems Supervisory support services for the FPS Battle Creek MegaCenter location.

The Case Management System Supervisor is responsible for the oversight of the Data Analysts assigned to the Case Management System section of the Battle Creek MegaCenter. They also ensure the accurate entry of all 3155 reports into the case management system, operation and training for the following systems. In addition to the duties reflected below, the Case Management System Data Supervisor resources provided for may perform on-site supervisory efforts as required.

• LEIMS or other information management software.

• Operate the Dictaphone system.

• Provide extended training and guidance to entry level data analyst and data entry personnel in managing information systems.

• Recommend procedures and processes for operations of system.

• Provides recommendations to other departments in the MegaCenter on how to use each system listed above effectively and efficiently.

• On a daily basis, log FPS and MegaCenter operational information from the

Dictaphone system and hard copy 3155 reports into the case management system.

• Create, document, and disseminate reports upon request to FPS Headquarters personnel, FPS Regional personnel, MegaCenter Management.

• Provide a monthly report on all service work accomplished during the previous

• Be able to handle filing and other administrative duties.

• Knowledge of a 24-hour emergency communication center including familiarity with public safety functions and concerns and of the public safety communication’s environment, demands, requirements and related laws, regulations, and systems.

• Supervision - Knowledge of leadership techniques, principles, and procedures to assign work, schedule, supervise, train, and evaluate the work of assigned staff.

• Customer Service – Knowledge of principles and processes for providing customer services. This includes meeting established quality standards.

• Judgment and Decision Making – Uses logic and reasoning to analyze, understand, and evaluate complex situations. Identifies the strengths and weaknesses of alternative approaches or solutions, to a situation. Exercises appropriate judgment in establishing priorities. Considers the relative costs and benefits of potential actions.

• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees at all levels, representatives from various departments, and outside agencies. Effectively responds to and resolves complex inquiries and disputes.

• Computer Skills – Utilizes a personal computer with word processing, spreadsheet and related software with reasonable speed and accuracy.

4.4 NATIONAL CRIME INFORMATION CENTER (NCIC)

COORDINATION SERVICES

NCIC Coordinator support shall be provided to the Government to specifically ensure departmental compliance with NCIC and International Justice and Public Safety Network policies and procedures. NCIC Coordination support provided herein shall also assist in ensuring that all personnel who operate an Open Fox terminal are certified in accordance with FBI Criminal Justice Information Services (FBI CJIS). NCIC Coordination support directly contributes to the overall efficiency and effectiveness of the department to regularly deliver high quality services to the public.

4.4.1 NCIC Terminal Agency Coordinator (TAC)

• Initiate and receive correspondence concerning NCIC/NLETS;

o System Issues o Testing Issues o Coordinate issuance of passwords and user identification (User IDs) o Password Resets o New/Updated processes or procedures

• Ensure CJIS Security Policies are met.

• Ensure terminal operators are certified in accordance with NCIC/NLETS policies within six months of assigned duties and recertified biennially thereafter.

• Ensure all in-house trainers are certified in accordance with NCIC/NLETS policies and procedures and they renew their certification biennially thereafter.

• Ensure terminal operators have completed annual Computer Security Awareness

Training.

• Maintain an accurate list of individuals that are currently certified and have access as well as users that have been removed from the system and no longer require access.

• Ensure compliance with established JUST/NCIC regulations and user cooperation with JUST/NCIC mail-in and on-site audits of terminal locations.

• Conduct investigations relating to the use/misuse of the system, including misuse of criminal history information when required.

• Annually validate user justification for NCIC/NLETS access and terminate those user accounts that no longer have justification.

• Annually validate ORI’s to ensure the information contained in each NCIC ORI record and NLETS ORION File record is accurate.

• Ensure hit confirmation requests are acted upon within the appropriate time constraints per the NCIC Operating Manual, Introduction, and Section 3.5.

• Track GSA fleet leased vehicles and license plates when they are reported missing, lost, or stolen.

• Track Operation Reduced Risk incidents.

• Assist in ensuring that the validations are completed in a timely manner.

• Ensure all records entered into NCIC are accurate and complete.

• Ensure that each terminal site has current issues of the following publications;

NCIC 2000 Operating Manual, the NCIC 2000 Code Manual, the NLETS Users Guide, the CJIS Security Policy, the DOJ 2640.F Information Technology Security, and the JUST Policies and Procedures Manual.

• Ensure that the agency’s terminals are placed in a secure location that prohibits unauthorized use or viewing.

• Ensure that the JUST Program is notified in writing prior to moving the physical location of any terminal.

• Provide a monthly report on all service work accomplished during the previous

• Be able to handle filing and other administrative duties.

• Knowledge of a 24-hour emergency communication center including familiarity with public safety functions and concerns and of the public safety communication’s environment, demands, requirements and related laws, regulations, and systems.

• Customer Service – Knowledge of principles and processes for providing customer services. This includes meeting established quality standards.

• Judgment and Decision Making – Uses logic and reasoning to analyze, understand, and evaluate complex situations. Identifies the strengths and weaknesses of alternative approaches or solutions, to a situation. Exercises appropriate judgment in establishing priorities. Considers the relative costs and benefits of potential actions.

• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees at all levels, representatives from various departments, and outside agencies. Effectively responds to and resolves complex inquiries and disputes.

• Computer Skills – Utilizes a personal computer with word processing, spreadsheet and related software with reasonable speed and accuracy.

4.4.2 Assistant NCIC Terminal Agency Coordinator (ATAC)

• Each MegaCenter will nominate an individual that will function as the ATAC.

• Providing NCIC TAC with names and paperwork of new hires that will need access, notifying the TAC of people who are no longer employed by the MegaCenter program to have their access terminated.

• Assist TAC in all NCIC duties as defined.

4.5 PROJECT MANAGEMENT (PM) SERVICES

Experienced project management services shall be provided to the Government as required in support of the MegaCenter mission efforts. Project management support shall be provided for the MegaCenter during normal working hours and shall have complete supervisory authority over all contractor personnel. Project management support services shall have an overall responsibility for implementing, monitoring, and upgrading critical support for the management of the MegaCenter and its quality control plans. Project management support services provided below may include, but are not limited to, assisting in the performance of the following tasks:

4.5.1 Project Manager (Key Person)

• Ensure that proper training be provided pursuant to the requirements of the MegaCenter operations as outlined in the contract and certified training programs.

o Review, as part of the process, all training requests (on or off site) based on needs for effective MegaCenter operations to include travel costs, accommodations, training fees, and any other related contractual costs.

o Develop training opportunities as needed for contract employees and maintain fiscal responsibility through collaboration with the FPS.

• Oversee and manage all aspects of employee conduct within the MegaCenter operations to include:

o Performance Reviews.

o Position Changes – (transfers, demotions, promotions).

o Disciplinary and Performance Action Reviews – (Written and Verbal

Warnings, Corrective Action Notices (CAN), Suspensions and/or Terminations).

o Submits to Corporate any disciplinary recommendations that create a need for employee/employer conflict resolution.

• Manage the hiring processes and procedures for all new employees.

• Generate monthly progress reports and provide a status on all associated performance measures as required by contract.

o Status report of all departments within the MegaCenter o Review of Corporate expenditure and billing documents and reconcile with billable time and attendance of personnel.

o Review and approve reports for personnel time and attendance.

o Oversee and manage the Public Safety Telecommunicator Shift Bid process and develop related rules associated with an effective method.

o Provide Federal Management operational effectiveness reports for special operations throughout the contract option year (examples of, but not limited to: (Holiday Event staffing, Operation Blue – Staffing and Statistics, Large Sporting Events, Civil Disobedience (protests/riots/rally’s), Political Gatherings (DNC/RNC/Debates/Presidential Visits) o Facilitate and or assist with information provided to the OIG regarding special investigations underway at FPS and maintain confidentiality of special investigations.

• Manage and review, for quality assurance, all assigned projects requested by MegaCenter Federal Management staff and Contract managers regarding operational needs.

• Optimize program performance through recommendations and procedures that may increase the efficiency of operations.

o Recommend equipment needs and replacement.

o Radio and phone reports.

o Electronic file review for all personnel – quality assurance program.

Radio/Phone and Alarm reviews (daily)

• Attend meetings as requested in support of, but not limited to, operational effectiveness:

o Project assignment management, o Internal departmental meetings, o Future operational planning, o Policy and procedural changes, o Corporate planning and performance effectiveness, o Promotional and disciplinary reviews, o Attend any meeting as assigned by FPS Program Manager.

• Assist in ensuring staff is attaining the required goals for dispatch operations.

o Attend supervisory strategy and performance meetings regarding all areas of MegaCenter operations.

o Create and oversee the Performance Management Plan for all contract employees within the MegaCenter.

o Review, approve and/or amend Performance Reviews for all Contract

Employees.

o Review and approve training processes, personnel scheduling and attendance, and training requests.

• Address all SOP issues to include, but not limited to, training and testing topics.

o Review and approve all new SOP’s containing MegaCenter procedures and policies.

• Oversee the collecting of statistics for the MegaCenters as required.

• Conduct special projects to include:

o Notification projects o NCIC issues o Hit confirmations o Validations, and proper use reviews

• Coordinate and conduct all interviews for each vacant position on this contract.

• Approve leave requests for personnel on this contract.

• Coordinate and conduct MegaCenter tours for all outside clients and personnel.

• Maintain 24-hour day connectivity, either personally or through a designee, with the MegaCenter to provide direction and/or insight on ongoing issues and/or emergencies.

• Report to and maintain open lines of communication to Corporate and Federal staff on MegaCenter issues. (Personnel, operation, scheduling, special events, training needs)

• Act as liaison between contract and Federal staff for all activities of contract personnel, as needed or directed by corporate or Federal staff.

• Approve contract employee timecards in the corporate timekeeping system.

• Approve corporate invoices to the Federal agency.

• Manage the personnel, activities, and interactions of each department and employee on the contract.

• Coordinate contract staff meetings, either inter or across departments.

• Conduct interviews for all positions on the contract and make recommendations to corporate on proceedings.

• Review and approve all disciplinary actions and make recommendations to corporate on proceedings.

• Review and approve with Federal staff all non-standard training requests and make recommendations to corporate on proceedings.

• Approve all contract employee schedules in line with staffing needs expressed by the Federal staff.

• Coordinate emergency staffing services with Federal staff and make recommendations to corporate on proceedings.

• Coordinate performance reviews for all contract staff.

• Assist in tracking burn rates for all positions on the contract during each base or option period.

• Provide corporate with all documents related to contract employees for maintenance in their employee file.

• Coordinate, with Federal staff, all visitation requests.

• Ensure all standard operating procedures and policies are being adhered to by contract employees and visitors at all times.

• Coordinate any special requests from corporate or Federal staff as they relate to contract staff, including, but not limited to, staffing needs, committees, morale initiatives, etc.

• Maintain a working knowledge of the HVAC unit systems used throughout the MegaCenter, for example, to include but not limited to, where the circuit breakers for the systems are located, and the service contractor’s point of contact information.

Project management support services shall not be used to 1) compute, compile or prepare invoices; 2) conduct the corporate portion of the Quality Assurance Plan; or 3) support any of the management functions related to employee benefits, for example those duties including insurance, 401K program, medical programs, and or other than hourly pay rate issues.

• Any combination of education and or experience that provides the applicant with the knowledge, skills and ability required to successfully perform the job.

• A typical way to obtain the knowledge and abilities would be:

At least 5-10 years of progressively responsible communications dispatching/supervisory experience in a comparable public safety dispatching center.

• Experience or other qualifications that demonstrate strong decision-making skills, excellent interpersonal communication and conflict resolution skills, and ability to successfully supervise, motivate, correct, train and evaluate assigned staff.

• Knowledge of a 24-hour emergency communication center including familiarity with public safety functions and concerns and of the public safety communication’s environment, demands, requirements and related laws, regulations and systems.

• Knowledge of principles and processes for providing customer services. This includes meeting established quality standards.

• Industry Standard recognized cortication’s relating to 911/Call Center Operator and/or Supervisor training.

• Demonstrated ability to supervise a staff of 30-50 employees.

4.6 OFFICE MANAGEMENT AND ADMINISTRATIVE SERVICES

4.6.1 Administrative Office Manager

Administrative office management support services shall be provided to the Government assisting in the organization and coordination of office operations, procedures, and resources. Efforts completed on a daily basis by the office management support services shall facilitate organizational effectiveness and efficiency throughout the MegaCenters.

Administrative office management support provided herein may include, but is not limited to, assisting in the performance of the following tasks:

• Appropriately perform all duties of Office Administrative Support.

• Assign and monitor clerical, administrative and secretarial responsibilities among office staff.

• Assist in ensuring the proper allocation of resources to enable task performance.

• Evaluate and manage Administrative Assistant performance.

• Design and implement filing systems within the MegaCenter and ensure filing systems are maintained and up to date.

• Establish procedures for record keeping.

• Ensure security and confidentiality of data.

• Assist in designing and implementing office policies and procedures.

• Prepare operational reports and schedules.

• Monitor and maintain office supplies inventory.

• Review and approve office supply acquisitions.

• Assist with meeting minutes as needed to include, but not limited to, the weekly manager’s conference call, specifically recording and producing typed transcripts of the meeting minutes.

• Assist the Property Custodian (PC) and Accountable Property Officer (APO) in tracking all inventory assets at the MegaCenter. Assist with the annual Sunflower campaign to include scanning or inputting inventory into the Sunflower database, meet scheduled deadlines, and attend weekly teleconference calls. Also prepare and submit reports on lost, stolen, damaged, or destroyed inventory to the Property Management Branch

(PMB).

• Review and handle correspondence, prepare reports, schedule meetings and make appointments. Manage calendar and manage conference call bridge calendar.

• Assist new employees with orientation and additionally to include but not limited to, obtaining badges, establishing e-mail accounts and computer access and assigning lockers.

• Assist with the contract new hire process. Coordinate required tasks for preliminary background screening. Finalize all e-QIP packet requirements to start the federal government background process.

• Assist the FPS SME’s with collecting and inputting financial information into the Government databases that are used to process documents such as G-514’s, IAR’s, RT’s, etc.

• Create travel authorizations and vouchers for FPS SME’s in, the government travel system.

• Create and maintain worksheet to track contractor monthly invoices.

• Assist the FPS SME’s with collecting and inputting financial information into the Government databases other than, i.e. Debt Management Center, Finance Centers, and Web View.

• Complete special projects assigned by the MegaCenter Branch Chief/COR or Center Managers.

• Compile the monthly HQ Workload Metrics and distribute to the appropriate MegaCenter personnel.

• Maintain the purchase card spreadsheet to track the MegaCenter budget.

List all transactions made on the purchase card based on the predetermined transaction lines and budget.

• Produce, update, and distribute MegaCenter staff internal phone lists.

Assist in tracking all inventories within the MegaCenter.

• Assist with the yearly Sunflower campaign which will include meeting all deadlines, scanning or inputting all required inventory into the Sunflower database, and attend all campaign meetings and training.

• Prepare accountability inventory reports for MegaCenter staff. Prepare paperwork for all missing, damaged, or transfer of inventory items from or to the MegaCenter.

• Update all MegaCenter personnel information in the MegaCenter information system.

• Compile the monthly HQ Workload Metrics and distribute to the appropriate MegaCenter personnel.

• 3-5 years’ experience as an Office Manager or equivalent experience handling a wide range of administrative, technical and executive-support tasks.

• Excellent phone skills

• Experience in invoicing, budget tracking, and general accounting skills.

• Computer Skills – Utilizes a personal computer with word processing, spreadsheet and related software with reasonable speed and accuracy.

• Proficient in Word, Excel, data entry, filing, and other administrative duties

• Interpersonal Relationships – Develops and maintains cooperative and professional relationships with employees at all levels, representatives from various departments, and outside agencies. Effectively responds to and resolves complex inquiries and disputes.

• Customer Service – Knowledge of principles and processes for providing customer services. This includes meeting established quality standards.

• Coordination of Work – Ability to establish and implement effective administrative programs and procedures. Ability to plan and organize daily work routine and establish priorities for the completion of work in accordance with sound time-management methodology.

4.6.2 Administrative Assistant

Office administrative assistant support shall be provided to the Government covering a wide range of administrative assistant and clerical functions and efforts. Office administrative assistant services support should directly support the everyday activities of the MegaCenters Branch Operations and the Law Enforcement Operations Division.

Office administrative support provided herein will include, but is not limited to, assisting in the performance of the following tasks:

• Assist FPS SMEs in collecting and inputting information into the Time and Attendance (WebTA) reporting system for staff; assist in tracking individual daily schedules and annotate them for future retrieval or audits;

• Assist FPS SMEs in collecting and inputting information into the Federal Financial Management System (FFMS) associated with the MegaCenter COR functions.

• Produce a typed transcript of the meeting minutes from the weekly manager’s meeting as needed to include, but not limited to, the weekly manager’s conference call.

• Assist FPS SME’s in verifying purchase card statements associated with the MegaCenter monthly purchase card transactions.

• Research and prepare all purchasing worksheets for approval and any other P-Card related activity at the direction of the center manager. Once approved, assist FPS SMEs to ensure all government purchase card documentation is completed according to regulations.

• Maintain the purchase card spreadsheet to track the MegaCenter budget.

List all transactions made on the purchase card based on the predetermined transaction lines and budget.

• Assists the FPS SMEs documentation for MegaCenter invoices, IAR’s.

and spreadsheets for…