Attachment_3_Labor_Category_Description_5.15_Amendment_1.pdf

Attachment 3

Labor Category Descriptions/Duties

Labor Category Description Duties include, but are not limited to:

Program Manager Ten years or more of experience in telecommunications and/or program management.

(a) Providing expert management of all aspects of the Basic Contract and any Orders encompassing telecommunications services, receipt and processing of orders, troubleshooting, repair and restoration of services,

(b) Coordination of Contractor’s internal resources and those of any sub-contractors that are involved in service delivery,

(c) Monitoring Contractor’s compliance with service level agreements and resolving issues related to Order performance,

(d) Taking corrective action as needed to ensure achievement of performance target,

(e) Providing all invoicing and reporting required information accurately, thoroughly and timely,

(f) Attending meetings with and coordinate with FEMA officials and/or their Telecommunications Program Office Contractor as necessary,

(g) Ensure receipt and tracking of orders from NiOS,

(h) Delivery of services as detailed in service orders,

(i) Management and coordination of trouble handling and restoral activities,

(j) Compliance with performance and quality of service requirements,

(k) Coordination with and oversight of all sub-contractors that may be utilized in the delivery of services,

(l) Maintenance of the inventory of services and locations,

(m) Preparation and delivery to FEMA of monthly invoices and reports in digital format,

(n) Provide assistance with engineering, installation, and troubleshooting of telecommunications service.

Ordering/Service Implementation

Specialist(s)

Five years or more of experience in telecommunications ordering

(a)Providing support to customers requiring telecommunications services and equipment, particularly for new field offices to respond to disasters, which must be set up with short notice, often in locations in which the existing telecommunications infrastructure has been damaged by the disaster, (b)Using FEMA electronic ordering systems to place and track orders,

(c) Working with a variety of Competitive Local Exchange Carriers (CLECs) to issue orders in various locations of the country,

(d) Coordinating with CLECs, and FEMA IT and facility staff to install service and equipment,

(e) Work with customers on verifying that they have received service and that service is working,

(f) Troubleshooting customer service issues

(g) Working with customers on periodic service inventory reconciliation,

(h) Provide assistance with engineering, installation, and troubleshooting of telecommunications service.

Billing Specialist(s)

Five years or more of experience with telecommunications billing

(a)Receiving and consolidating bills from up to 800 providers per month,

(b) Enter and track bills in a contractor-run system or a FEMA-run system,

(c) Keep track of missing bills/discrepancies and follow up with the vendors to ensure that bills are received in a timely manner,

(d) Ensure that valid bills are paid to sub-vendors in a timely manner,

(e) Consolidate multiple bills into one single monthly bill for

FEMA,

(f) Track billing against FEMA criteria such as location, period of service, organization, disaster, and type of service,

(g) Provide billing reporting information to FEMA by criteria such as location, period of service, organization, disaster, and type of service