Attachment_01_50 FSS MFRC PWS-Receptionist.docx

PERFORMANCE WORK STATEMENT FOR

50 FSS Military & FAMILY READINESS CENTER

FRONT DESK CLERK/DATA ENTRY Comment by DITSON, HOWARD A CIV USSF SpOC 50 CONS/PKP: We should use “Contractor shall” and “Government will” to help distinguish between the two.

August 2025

1. GENERAL INFORMATION/DESCRIPTION OF Training

1.1. Scope of Work. The primary emphasis of the front desk clerk is to greet and assist both walk-in and telephone customers, assist customers with basic questions regarding Military & Family Readiness Center (M&FRC) programs/resources, ascertain the nature of the call or visit, direct clients to the appropriate program manager, schedule clients for classes, and provide complete and clear information that addresses most routine or procedural issues. The front desk improves overall personnel readiness by providing access to information resources such as computer access, telephones and scanning/copying capability. In addition, the front desk clerk will work with respective M&FRC personnel to ensure quality customer service. Comment by DITSON, HOWARD A CIV DAF SpOC 50 CONS/PKP: classes, and provide

1.1.1. The contractor shall provide a front desk clerk that meets the security requirements for access to Schriever SFB and the base computer systems. Comment by DITSON, HOWARD A CIV DAF SpOC 50 CONS/PKP: Front desk clerk that meets security requirements for access to Schriever SFB and base computer systems.

1.1.2. The contractor shall provide a front desk clerk with a working knowledge of Microsoft Office (Microsoft Windows, Microsoft Word, PowerPoint, Excel, Teams, and Access), and be able to become proficient within (2) two months on learning M&FRC resource software, Air Force Family Integrated Results and Statistics Tracking (AFFIRST) system, and will become proficient within (6) six months of all M&FRC programs.

1.1.3. The government will provide the front desk clerk with a computer to accomplish this task. Comment by DITSON, HOWARD A CIV DAF SpOC 50 CONS/PKP: Is this all provided by M&FRC? That is how I read it, but its under a subpaargraph of what the Contractor will provide.

1.1.3.1. The government will provide the front desk clerk with online training (Cyber Awareness) to gain access to government computers.

1.1.3.2. The government will provide the front desk clerk with online training to the M&FRC resource software, AFFIRST.

1.1.3.3. The front desk clerk will be trained on all M&FRC programs to include Transition Assistance Program (TAP) and Employment, Survivors Benefit Plan (SBP) & Casualty Assistance, Relocation, Exceptional Family Member Program (EFMP), Readiness and Deployment, Federal Voting Assistance, Personal Financial Readiness (PFR) & Air Force Aid, Personal Work life (PWL), and all subcategories for each said programs.

2. DESCRIPTION OF SERVICES REQUIRED

2.1 The front desk clerk will greet and assist walk-in customers in a professional manner and must not receive more than (2) two complaint submissions validated by the COR within a one- month timeframe.

2.1.1. Provide answers to basic questions regarding M&FRC programs & resources, class information & registration.

2.1.2. Direct customers accordingly to the appropriate M&FRC program managers.

2.1.3. Register customers in AFFIRST for the classes and/or briefings that pertain to their requirements or requests.

2.2 The front desk clerk will answer the M&FRC telephone in a professional/timely manner and must not receive more than (2) two complaint submissions validated by the COR within a one-month timeframe.

2.2.1 Provide answers to basic questions regarding M&FRC programs & resources, class information & registration.

2.2.2 Transfer calls from customers accordingly to the appropriate M&FRC program managers.

2.2.3 Register customers in AFFIRST for the classes and/or briefings that pertain to their requirements or requests.

2.3 The front desk clerk will check and answer the M&FRC organizational email box daily during the work week and must not receive more than (2) two complaint submissions validated by the COR within a one-month timeframe.

2.3.1 Provide answers to basic questions regarding M&FRC programs & resources, class information & registration.

2.3.2 Forward emails from customers accordingly to the appropriate M&FRC program managers.

2.3.3 Register customers in AFFIRST for the classes and/or briefings that pertain to their requirements or requests.

2.4 The front desk clerk will assist with the M&FRC marketing requirements for the center, for each program, to include, but not limited to, flyers, social media postings, website updates, base magazine, marquee, and weekly marketing emails.

2.5 Provide building orientations for walk-in customers and participants of M&FRC workshops. Orientations should include assisting customers and class participants who are not familiar with the Discovery Center/Computer Lab and ensuring customers and participants understand the computer set up, resources policies and procedures. Promote available resources through written materials and briefings/tours. Comment by DITSON, HOWARD A CIV DAF SpOC 50 CONS/PKP: You can make this into one paragraph (Customer Orientation and Computer Lab) with two subparagraphs.

2.5.1 Assist customers with computer access and/or issues, and printers such as keeping printers loaded with paper, clearing paper jams, and changing toner cartridges.

2.5.2 Conduct random checks of client computer usage, ensure computers are being used appropriately and not for unauthorized functions or Internet sites (On the job training will be provided to train on these requirements). Report improper computer use and/or any signs of viruses or server/network problems to the COR.

2.6 Ensure front desk and reception area is neat and organized.

2.7 Update brochure racks and bulletin boards with M&FRC information. Contact agencies for updated brochures every 6 months, or sooner if needed.

2.8 Perform physical inventory of all Discovery Center/Computer Lab materials quarterly, no later than the last working day of the last month of the quarter. Report any loss or damage to the COR.

2.9 Ensure all customers utilize sign in log to document usage of Resource Center, other services and inputs data in AFFIRST.

2.10 If needed, assist in preparation of classroom for M&FRC classes weekly.

2.11 Ensure copier room is neat, orderly and supplies are readily available at least once a week.

2.12 Input and track statistical data using the AFFIRST data tracking system daily (Quick Tracker).

2.13 Review M&FRC web page and office calendar during the first week of each month for information accuracy.

2.13.1 Notify the marketing office of any inaccuracies on the M&FRC web page.

2.13.2 Update the M&FRC monthly calendar and fix any inaccuracies.

2.14 Organize, maintain and order office supplies. Maintain the printer and printer toner inventory for all printers. Alert the Government Purchasing Credit (GPC) cardholder(s) when supplies are low and should be ordered.

2.15 Contractor shall input all TAPS data and resources in the AFFIRST system to include but not limited to scheduling clients for, Initial Counseling, Pre-Separation, and Transition Assistance Program Seminar. Comment by DITSON, HOWARD A CIV DAF SpOC 50 CONS/PKP: Is this supposed to be TAPS? Haven’t heard of TAP before.

3. DUTY HOURS, PROFESSIONALISM, AND OTHER EXPECTATIONS

3.1. The front desk clerk shall perform all PWS requirements during SSFB core operating hours, which are 0800 to 1600, Monday through Friday with a 1-hour lunch, with office hours from 0730 to 1630.

3.1.1. The front desk clerk must be readily available to answer phone calls and provide service to walk-in customers from 0800 to 1600 except during their authorized lunch hour. Comment by DITSON, HOWARD A CIV DAF SpOC 50 CONS/PKP: Paragraph 3.1. says one hour of lunch, but 3.1.1. says she will be readily available during what would be her/his lunch time. Maybe something about coordinate lunch with staff for coverage or except for a designate lunch hour.

3.1.2. The front desk clerk shall work a maximum of 40 hours per week.

3.1.3. The front desk clerk shall provide advance notice of at least 2 weeks for any planned absences.

3.1.4. The front desk clerk shall notify the contractor by phone of any unplanned absences by 0700 of the day of the unplanned absence. In the event of an extended, unplanned absence (i.e. illness or other emergent situation), the contractor will work with the COR & Contracting Officer to identify remedies to ensure compliance with the PWS. Comment by DITSON, HOWARD A CIV DAF SpOC 50 CONS/PKP: This sounds like personal services, The clerk should notify the Contractor who will notify the COR.

3.1.5. The Contracting Office Representative (COR) will notify the front desk clerk for services required during an installation down day.

3.1.6. The front desk clerk should not be late for work, however if unavoidable will notify the contractor who will notify the COR by 0700 hrs.

3.1.7. The front desk clerk is authorized no more than one hour lunch between the hours of 1100 - 1300 hours and coordinated with appropriate personnel.

3.2. Adverse Weather Conditions. Delayed-reporting, early release and base closure (for Government employees) does not necessarily constitute cancellation of requirements or relieve the Contractor of PWS performance. The COR will notify the front desk clerk for services required during adverse weather conditions. If government employees are instructed to telework due to safety or weather concerns, the front desk contractor will be asked to telework and perform duties accordingly.

3.3. Dress Code. The front desk clerk’s attire will be business casual with minor exceptions on Fridays.

3.3.1. Business casual is defined as follows:

3.3.1.1. Top: Dress shirt, blouse, open collar, knit shirt or sweater.

3.3.1.2. Bottom: Slacks, khakis, dress or skirt at knee-length or below.

3.3.1.3. Footwear: Loafers or dress shoes that cover all or most of the foot. Flip flop or any type of slippers are not authorized.

3.3.2. Front desk clerk attire on Friday’s.

3.3.2.1. The front desk clerk may wear jeans without holes or overly ornate.

3.3.2.2. Casual, loafers or dress shoes that cover all or most of the foot. Flip flop or any type of slippers are not authorized.

3.4. Point of Contact. Any issues or concerns by the front desk clerk will be addressed to the Contracting Office Representative (COR) and will be resolved accordingly.

3.4.1. The contractor shall provide a singular point of contact and contact information within 10 days of award to the Contracting Officer (CO) and COR to coordinate with for the length of the contract. If the contractor replaces the original point of contact, they shall provide a new singular POC within 10 days to the CO and COR. Comment by DITSON, HOWARD A CIV USSF SpOC 50 CONS/PKP: Or “a singular Contractor POC” Comment by DITSON, HOWARD A CIV USSF SpOC 50 CONS/PKP: May want to add “to the Contracting Officer (CO)”. Comment by DITSON, HOWARD A CIV USSF SpOC 50 CONS/PKP: May want to add “to the CO”.

3.5. Federal Holidays. The following Federal Holidays are normally observed by this installation/M&FRC but may not always be observed by the front desk clerk due to mission requirements.

a. New Year’s Day, January 1st or the Friday preceding or Monday following

b. Martin Luther King’s Birthday, 3rd Monday in January

c. President’s Day, 3rd Monday in February

d. Memorial Day, Last Monday in May

e. Juneteenth, 19th June

f. Independence Day, July 4th or the Friday preceding or Monday following

g. Labor Day, 1st Monday in September

h. Columbus Day, 2nd Monday in October

i. Veteran’s Day, November 11th or the Friday preceding or Monday following

j. Thanksgiving Day, 4th Thursday in November

k. Christmas Day, December 25th or the Friday preceding or Monday following

Note: Additionally, M&FRC will be closed on official down days. The COR will notify the front desk clerk for services required during any of these days. Comment by DITSON, HOWARD A CIV DAF SpOC 50 CONS/PKP: Somewhere in the PWS, you may want to put in something about the Contractor will notify the CO who the program manager is and contact information withing 10 days (or whatever the MFT decides) of award and / or replacement of the PM.

4. SERVICES SUMMARY

Para.

Performance Threshold

No more than (2) two complaint submissions validated by the COR within a one-month timeframe. Comment by DITSON, HOWARD A CIV DAF SpOC 50 CONS/PKP: How much foot and telephone traffic is there in a month? Would it be better to have a percentage threshold, 85 is Sat, 95 is Very Good, and 100 is Exceptional?

No more than (5) five discrepancies per Month.