Attachment 1. MFRC Front Desk - PWS.pdf

PERFORMANCE WORK STATEMENT (PWS)

FOR

TYNDALL AFB MILITARY & FAMILY READINESS CENTER FRONT

DESK CUSTOMER SERVICE REPRESENTATIVE

20 Mar 2025

CONTENTS

Page #

1.0 GENERAL 4

2.0 SCOPE OF WORK 5

3.0 QUALIFICATIONS AND EXPERIENCE 10

4.0 SERVICES SUMMARY 11

5.0 GOVERNMENT FURNISHED UTILITIES 12

6.0 GENERAL INFORMATION 13

7.0 GOVERNMENT POINTS OF CONTACT 16

1.0 GENERAL

1.1 ORGANIZATION. This contract supports the 325th Force Support Squadron (FSS), Tyndall Air Force Base, FL. The 325 FSS is part of the 325th Mission Support Group (325 MSG), 325 Fighter Wing (325 FW).

1.2 MISSION. The Tyndall AFB Front Desk Customer Service Representative (FDCSR) provides high/in-depth quality customer service, intake, and referral for M&FRC clients and for the base to have a primary focal point service and activities.

1.3 OBJECTIVES. The purpose of this contract is to provide one (1) full-time personnel to serve as the Tyndall AFB, Florida, Front Desk Customer Service Representative (FDCSR). The employee shall provide primary M&FRC customer intake, give M&FRC program information and referral services. The employee will assist A&FRC staff in providing a full range of readiness information in the following areas: spouse employment, relocation, family life information, transition assistance, financial assistance, and family readiness. This contract is a non-personal services contract under which the employee rendering the services is not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the government and its employees.

1.4 DESCRIPTION OF SERVICES. The contractor employee shall provide the Military & Family Readiness Center (MFRC) with customer service support services to include front desk reception duties, connecting all military members, civilian employees, retirees and family members to appropriate resources and scheduling customer appointments as necessary to address their needs. The contractor employee shall follow-up with customers to ensure their needs are being addressed. Contractor will ensure appropriate tracking and reporting of services in the Air Force Family Integrated Results and Statistical Tracking (AFFIRST) database.

1.5 NORMAL HOURS OF OPERATION. Working hours for the contractor shall be 7:30 A.M. to 4:30 P.M. Monday through Friday excluding federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. Contractor employee will have a one hour lunch break. Contractor employee shall not work more than 40 hours per week. The Contractor shall at all times maintain an adequate support for the performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. If emergency leave is needed, the employee shall coordinate with the Contracting Officer Representative.

1.5.1 FEDERAL HOLIDAYS. The federal holidays listed below are observed at Tyndall AFB (TAFB) Monday through Friday. If federal holidays fall on Saturday, the preceding Friday will be observed. If federal holidays fall on Sunday, the following Monday will be observed.

New Year’s Day – 1 Jan Labor Day – 1st Mon in Sep Martin Luther King Day – 3rd Mon in Jan Columbus Day – 2nd Mon in Oct President’s Day – 3rd Mon in Feb Veteran’s Day – 11 Nov Memorial Day – last Mon in May Thanksgiving – 4th Thu in Nov

Juneteenth – June 19 Christmas – 25 Dec Independence Day – 4 Jul

1.5.2 MFRC CLOSURES. The contractor is not required to work on TAFB Air Combat Command (ACC) Family Days and other times when the center is closed due to weather, exercises, or actual alert.

1.5.3 WORK SCHEDULE. Monthly schedules will be provided for the upcoming work month to the COR. Any changes in the schedule shall be coordinated between the Contract Manager and the COR.

1.5.4 ALTERNATE WORK SITE. The COR shall approve any worksites not located in Building 662, Tyndall AFB FL for the benefit of the government before an alternate worksite is utilized. All work and task goals to be accomplished at an alternate work site will be coordinated and approved by the COR prior to utilizing any alternate work site.

2.0 SCOPE OF WORK / DUTIES AND RESPONSIBILITIES: The employee shall be responsible for ensuring the following key tasks are accomplished in support of the 325 FSS:

2.1. Opening and Closing Procedures.

2.1.1 Open the M&FRC Front Desk. The contractor employee shall:

2.1.1.1 Turn on lights, fans, and equipment; log computers onto main menus; stock printers with paper; and ensure daily sign-in log is current.

2.1.1.2 Inventory computer equipment at the beginning of each shift. Report loss or damage to the Equipment Custodian within 30 minutes.

2.1.1.3 Ensure adequate housekeeping is accomplished each day to maintain a neat, clean, organized and professional environment at all times through cleaning and organizing

2.1.1.3.1 This includes updating resource racks and shelves as new materials become available, discarding outdated material, and ensuring materials are in correct locations.

2.1.1.3.2 This also includes straightening materials, removing trash, wiping furniture down as necessary, removing, or relocating to appropriate location non-A&FRC marketing materials, dusting, straightening papers, cleaning surfaces/floors.

2.1.2 Close the M&FRC Front Desk. The contractor employee shall:

2.1.2.1 Police each area daily for general cleanliness.

2.1.2.2 Clear tables/workstations

2.1.2.3 Empty recycling boxes and remove trash

2.1.2.4 Turn off equipment, fans and lights

2.1.2.5 Inventory computer equipment at the end of each shift. Report loss or damage to the Equipment Custodian within 30 minutes.

2.1.2.6 Secure windows and doors of the room/building.

2.2 Records Management / File Management

2.2.1 The contractor employee shall comply with AFI 33-322, Records Management Program, paragraphs 7 and 10; DoD Regulation 5400.7 Air Force Supplement, Freedom of Information Act; and AFI 33-332, Privacy Act Program. Disposition of records shall be in accordance with Air Force Records Information Management System (AFRIMS) schedule. The Military and Family Readiness Center Point of Contact (POC) will review all records, paper and electronic, to ensure requirements of the Records Management Program, Freedom of Information Act Program, and Privacy Act Program, are met. All records and files created and maintained shall remain the property of the Government and shall be returned to the Government upon completion or termination and under conditions of this contract.

2.3 General Office Duties. The contractor employee shall:

2.3.1 Perform troubleshooting on computers, printers, TVs, and DVD players, including keeping printers loaded with paper, clearing paper jams, changing toner cartridges, ensuring cables are connected, assisting with using remote controls, providing customers know how to use the equipment.

2.3.2 Ensure printer/copier is always supplied with paper and toner, notifying M&FRC Chief or NCOIC when more supplies are required.

2.3.3 Perform administrative duties to include printing, copying/collating, folding, stapling, and envelope stuffing/addressing/mailing.

2.4 Material Control. The contractor employee shall:

2.4.1 Monitor use of materials and make recommendations when necessary for acquisition of additional materials or safeguarding any stock.

2.4.2 Catalog new material and shelve material in appropriate areas.

2.4.3 Be familiar with print and video materials for services provided by M&FRC and be able to assist clients in locating and selecting appropriate resource materials based on their needs.

2.4.4 Ensure that any materials borrowed from M&FRC are documented and properly tracked if they are to be returned.

2.4.5 Check-in/out resource materials. Verify authorized patrons through use of military/family member/civilian ID card prior to issuing resource materials. Make telephone calls to recover materials not returned within the established time frame.

2.4.6 The employee shall routinely collect, maintain and display updated training, education and outreach materials provided by MFRC Program Managers within the front office and hallway areas of the MFRC. These materials include, but are not limited to: listings of services and resources, reports, surveys, brochures and flyers.

2.4.7 The employee shall safeguard sensitive information and prevent unauthorized reading, printing, retaining, copying or dissemination of information, messages, or correspondence in accordance with rules and regulations such as those covered by the Privacy Act, 5 USC 552(a), Health Insurance Portability and Accountability Act, Public Law 104-191, and DoD Directive 6025.18.

2.5 Computer Management: The contractor employee shall:

2.5.1 Conduct weekly checks of client computer usage, ensuring that computers are being used for job search functions, relocation issues, deployment contacts, and not for unauthorized Internet sites. Ensure the four computer workstations are clean, neat, and orderly. Wipe down computer workstations and computers daily. Ensure Anti-Virus scans are performed daily.

Enforce computer usage rules.

2.5.2 Clear user CAC/PKI certificates from Internet Explorer at least weekly on customer used computers.

2.5.3 Clear the temporary Internet files folder weekly.

2.5.4 Notify equipment custodian of any hardware relocation within the M&FRC.

2.6 General Client Services. The contractor employee shall:

2.6.1 Provide customer service support for both walk-in clients and callers. The employee shall attend to the needs of all clients who visit the center to obtain services.

The contractor shall provide information and/or referral services to all clients as necessary based on their specific needs. Services offered by the MFRC include but are not limited to: financial, parenting, relationship problems, change management, transitioning, careers, and relocation information.

2.6.2 The employee shall schedule all client support services provided by MRFC on and off Tyndall AFB as required by Program Managers on a daily basis at the time of customer request.

2.6.3 The employee shall be responsible for enrolling all military members, civilian employees, retirees and family members in appropriate programs as required to fulfill their needs. Guidelines will be provided by the MFRC staff to the contractor that identify the nature of each program for proper enrollment in programs based on specific customer needs.

2.6.4 Schedule all customer appointments with the appropriate personnel within the

MFRC.

2.6.5 Issue vouchers or coupons to qualified customers for special programs such as Car Care or other similar type of special promotional or morale related programs.

2.6.6 Provide assistance to customers faxing approved documents.

2.7 Documentation. The contractor employee shall:

2.7.1. Document accountability statistics and resource use, to include the following:

2.7.1.1. Maintain sign-in logs for the M&FRC computer room. Ensure each client signs the log upon arrival. File current logs as well as those from the previous fiscal year in the

A&FRC.

2.7.1.2 Maintain accountability statistics on client-used resources. Develop charts, logs, and statistical summaries as directed by M&FRC management.

2.7.1.3 Maintain notebooks and literature, ensuring Core Compliance M&FRC staff are notified when materials need to be replenished.

2.7.1.4 Document client contact statistics and resource use in Air Force Family Integrated Results Statistical Tracking (AFFIRST) daily.

2.7.1.5. Complete reports and accounting on programs in the Air Force Family Integrated Results and Statistical Tracking (AFFIRST), give briefings/status updates when needed to the Airman and Family Readiness Center Flight Chief, ensure programs meet AMC guidelines, establish/recommend changes and manage personnel/data associated with programs.

2.8 AFFIRST Data Collection, Management and Reports

2.8.1 The contractor employee is responsible for timely updates and accuracy of AFFIRST data, files and records. Higher headquarters may require reports regarding functions of the M&FRC Management. AFFIRST data entry is required for each M&FRC customer.

2.8.2 The contractor employee shall utilize centralized database (AFFIRST) and appropriate forms to track clients, types of services utilized, and service materials distributed.

2.8.3 The contractor employee shall utilize centralized database (AFFIRST) to sign-up or register M&FRC clients for services, workshops and programs.

2.8.4 The contractor employee shall document the recommendations and registrations for various MFRC programs provided by MFRC staff members in AFFIRST by the 5th day of each month. Inputs statistical data received by MFRC staff members related to the MFRC’s training, education and outreach programs by the 5th day of each month.

2.9 Meetings. The contractor employee shall:

2.9.1 Attend and record weekly M&FRC staff meetings to ensure compliance with agency vision, mission. Typed staff meeting minutes will be completed/provided NLT 2 working days after staff meeting for distribution to M&FRC personnel.

2.9.2 Meet with A&FRC leadership as needed to address concerns with the M&FRC.

2.9.3 Provide administrative support to assist with scheduling meetings and conferences at the Military & Family Readiness Center, ordering of forms and publications and preparation of non-sensitive documents and records.

2.10 M&FRC General Customer Service Responsibilities: The contractor employee shall be responsible for ensuring the following key tasks are accomplished:

2.10.1 Greet customers, conduct initial intake and provide necessary information or make appropriate referrals to M&FRC staff or external agency. Ensure all customers are logged in to AFFIRST and/or have signed in for computers in Discovery Center. Ensure all customers visiting the M&FRC complete and sign the Statement of Understanding forms. Until process is automated, will scan all signed consent forms into AFFIRST.

2.10.2 Ensure all customers sign in to the M&FRC to document usage of M&FRC programs and equipment.

2.10.3 Answer the M&FRC phone line promptly when working at the customer service counter, assist callers with M&FRC services and class information and registration if requested, and direct calls to an appropriate staff member. Make relevant CRC/CRS appointment bookings on the customer’s behalf.

2.10.4 Provide the necessary information or make appropriate referral services to clients seeking assistance with parenting, relationship, transition, employment, relocation, and all other A&FRC and external agency services.

2.10.5 Coordinate with M&FRC personnel when necessary to ensure customers receive correct information and are referred to appropriate resources and assistance.

2.10.6 Assist with the administration of Personnel Readiness Inventory (PRI) or future M&FRC assessment tool along with Statement of Understanding to all customers arriving in M&FRC waiting for appointments with Community Readiness Consultant or Technicians

(CRC/CRT).

2.10.7 Provide Information and Referral (I&R) assistance to phone and walk-in customers, and other phone customers in the absence of the Community Readiness Assistant when needed, directing customers to appropriate M&FRC staff member as necessary.

2.10.8 Assist customers with the M&FRC computer bank (e.g. showing websites' location, helping them log on, assisting them load paper into the printer, etc.).

2.10.9 Assist clients with minor technical questions concerning use of computer programs and formatting of materials to be printed, such as but not limited to resumes and OF-612, Job Application Form. More in-depth requirements will be referred to M&FRC POC.

2.10.10 Provide orientations of the M&FRC for walk-in customers and workshop participants.

Update and provide handouts as appropriate.

2.10.11 Provide knowledgeable information regarding referral agencies to include, but not limited to, www.MilitaryHomefront.dod.mil and www.MilitaryOneSource.com.

2.10.12 Ensure all clients fill out the sign-in log at the reception area. Provide COR a monthly client usage report in an established format no later than the fifth working day of the following month.

2.10.13 Assist any clients with questions concerning use of computer programs loaded onto customer computers.

2.10.14 Perform general maintenance and backup tasks for all non-network computers.

2.10.15 Post new job listings as received and purge outdated listings weekly on the M&FRC Employment Board.

2.10.16 Maintain notebooks and literature, ensuring Core Compliance M&FRC staff are notified when materials need to be replenished.

2.10.17 Check in and catalog new reference materials within one week of receipt, develop filing system for all resources, and make recommendations for ordering additional or updated resources.

2.10.18 Input and track M&FRC visits in the AFFIRST data tracking system as needed throughout the day.

2.10.19 Inventory items upon initial assumption of duties and continue to track inventory of items, notifying NCOIC or Chief of M&FRC when items are damaged, lost, stolen, and need replacement.

2.10.20 Ensure all items checked out from M&FRC are recorded in AFFIRST, and that customers have completed lending agreements for items on file and in their possession.

2.10.21 Verify authorized patrons through use of military/family member/civilian ID card prior to issuing items.

2.10.22 Prepare and send appropriate reminder memos to customers regarding return of checked out items and materials.

2.10.23 Assist M&FRC staff with official office correspondence and routine (non-personal) office practices. If such tasks take FDCSR from the designated working area, staff must provide coverage.

2.11 Transition Assistance Program (TAP). The contractor employee shall:

2.11.1 Administer timely and accurate input of congressionally mandated documentation for the Transition Assistance Program. The employee is responsible for the precise collection, information, inventory, maintenance, and tracking of all forms within the Transition Assistance Program (eform DD Form 2648; workshop rosters in appointment Plus and AFFIRST;

inventory of all TAP workshop materials, handouts, and guides).

2.11.2 In coordination with the TAP Core Compliance Expert, the employee reviews the attendance registration for TAP workshops, creates and disseminates pertinent information and inquiries to program participants to collect and enter data for statistical reports and TAP workshop registration. Inputs customer information to Air Force Family Integrated Reporting and Statistical Tracking (AFFIRST) system and DMDC.OSD.MIL (DoDTAP).5.2.9 Assist members with signing up for TAP workshops as a walk-in, e-mail or telephone assist.

3.0 QUALIFICATIONS AND EXPERIENCE

3.1 A high school diploma or equivalent is required.

3.2 The contractor employee shall have a minimum of two years of work experience in a position associated with customer service.

3.3 The contractor employee must have working knowledge of software applications such as Microsoft Word, Excel, Power Point, Internet, Outlook in order to input lists, records, or other data points into electronic format. The contractor shall also be proficient in typing (40 WPM), spelling, punctuation, and grammar. The contractor shall have knowledge of Microsoft Office Professional Suite (building Power Point presentations, creating/maintaining Excel spread sheets and Word documents).

3.4 The contractor employee shall be acquainted with event planning and military protocol, possess good customer service and interpersonal skills, execute discretion, good judgment, time management, and have the ability to work independently. The contractor shall also be familiar with standard concepts, practices, and procedures within a customer support and business environment.

3.5 The contractor employee shall speak, write, and understand the English language fluently in a social service environment.

3.6 The Contractor shall submit to the Contracting Officer for approval the resume with at least two work related references to demonstrate qualifications of the individual that will be performing contract duties prior to the start of performance. Additionally, in the event a replacement is required throughout performance, the contractor shall submit the replacement employee’s resume prior to placement to the Contracting Officer to verify that the substitute is equally qualified.

3.7.1 If the intended employee is disapproved through the approval process, the Contactor shall submit another intended employee’s resume within 72 hours to the Contracting Officer.

4.0 SERVICE SUMMARY (SS)

The contract service requirements are summarized in performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The Services Summary (SS) and the contractor’s Quality Control Plan provide information on contract requirements, the expected level of employee performance and the expected method of government validation and confirmation of services provided. These thresholds are critical to mission success. Procedures as set forth in the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance, will be used to remedy all deficiencies. During the first initial 30 days of the contract, two additional errors on each work shall be allowed in an effort to identify normal phase-in problems.

SS # Performance Objective PWS Para

Performance Threshold

SS1 Reporting for Duty 2.0 Not to exceed 1 discrepancy per month

SS 2 Maintain material display in front office & hallway

2.4.6 Not to exceed 1 discrepancy per month

SS 3 Protection of Sensitive Information

2.4.7 100 percent compliance

SS 4 Enrolling personnel in appropriate programs

2.6.3 Not to exceed 2 discrepancies per month

SS 5 Scheduling appointments 2.6.2, 2.6.4

Not to exceed 2 discrepancies per month

SS 6 Customer service support 2.6, 2.10 Not to exceed 2 discrepancies per month

4.1 QUALITY CONTROL PLAN

The contractor shall be responsible for developing and maintaining a quality control plan to ensure services are performed IAW established required services addressed in the SS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor shall submit a Quality Control Plan to the CO upon request.

4.2 QUALITY ASSURANCE

The government will evaluate the contractor’s performance to ensure services meet contract requirements. When a performance threshold has not been met or contractor performance has not been accomplished, Contracting Officer’s Representative (COR) will initiate and provide the Contracting Officer (CO) a corrective action report (CAR) for issuance to the contractor.

The contractor shall respond to the CAR IAW instructions provided and return it to the CO within 10 calendar days of receipt. Quarterly performance evaluation meetings consisting of MFRC, CO, and a contracting officer will be held to ensure the contractor is performing without direct interaction between the A&FRC and the contracted employee.

4.2.1 Performance Evaluation Meetings. The Contracting Officer may require the site leader or alternate to meet with the Contracting Officer, contract administrator, QAP, other government personnel as deemed necessary. The contractor may request a meeting with the contracting officer when he/she believes such a meeting is necessary. Written minutes of any such meetings will be recorded in the contract and signed by the site leader and the contracting officer or contract administrator. If the contractor does not concur with any portion of the minutes, such non-concurrence shall be provided in writing to the Contracting Officer by the contractor within ten (10) calendar days following receipt of the minutes.

5.0 GOVERNMENT FURNISHED.

5.1 Utilities. The government will furnish electricity, water, heating and cooling, sewage service and other utilities (except phones) as necessary for accomplishment of work IAW this contract.

The contractor shall not change or modify any utility system or component; or connect any contractor property, equipment or system without prior CO review and approval. All contractor owned equipment shall be conspicuously labeled as contractor owned.

5.2 Facilities. The Government will furnish or make available workspace at 325 FSS/FSH, Tyndall AFB, Florida. The Government retains the authority to modify or realign facilities and space provided to the contractor based on current or future Air Force guidelines for space utilization, mission requirements, and personnel requirements of the contractor as necessary.

Government facilities have been inspected for compliance with OSHA. No hazards have been identified for which work-arounds have been established. Should a hazard be subsequently identified, the government will correct the hazard according to base-wide government developed and approved plans of abatement taking into account safety and health priorities. A higher priority for correction will not be assigned to the facilities provided to the contractor merely because of this contracting initiative. The fact that no such conditions have been identified does not warrant or guarantee that no possible hazard exists, or that work-around procedures will not be necessary or that the facilities as furnished will be adequate to meet the responsibilities of the contractor. Compliance with OSHA and other applicable laws and regulations for the protection of employees shall be exclusively the obligation of the contractor.

5.3 Automatic Data Processing Equipment (ADPE). The government host unit will grant access to ADPE and training to the minimum extent necessary for mission accomplishment.

The contractor shall use ADPE for controlling and tracking data and information as well as any other duties related to contract performance. (The contractor shall not use government furnished ADPE or services for non-contractual related purposes.) The contractor shall comply with all computer system security procedures required by the Government.

5.3.1 Local Area Network Access (LAN). In accordance with AFI 33-119, Electronic Mail Management and Use, paragraph 9.2.5, contractor personnel using unclassified automated information systems that have access to sensitive information must possess, at a minimum, a National Agency Check or Entrance National Agency Check in accordance with DoD 5200.2-R, Personnel Security Program or screening in accordance with AFI 31-501, paragraph 3.27, Personnel Security Program Management.

5.3.2 Computer Security. The contractor shall maintain computer systems security integrity in accordance with the Air Force Computer Security (COMPUSEC) program (AFSSI 5102). The contractor personnel will be required to complete testing IAW AFI 33-204, Information Assurance Awareness Program and satisfy any other local requirements set forth by the 325th Communications Squadron or other government agency prior to being allowed access to government computers.

5.3.3 Administrative Supplies. The Government will provide reasonable amounts of administrative supplies (e.g., office supplies).

5.4 Government-Furnished Services

5.4.1 Security Forces. The Government will provide general security service. Security Forces phone extensions are 911 for emergencies at both locations. For routine calls to the LAW ENFORCEMENT DESK - CONTROL CENTER, at Tyndall AFB, Florida call 850-283-2677.

5.4.2 Postal or Installation Distribution. Official government or contractor mail that is generated as a result of performance of this contract will be handled, at government expense, via the Base Information Transfer System (BITS) at Tyndall AFB, Florida and 325 FW. The contractor shall not use BITS or 325 FW to handle non-government or non-contract-related mail.

6.0 GENERAL INFORMATION

6.1 Contractor Personnel

6.1.1 Employees. The contractor shall not employ persons for work on this contract if such employee is identified to the contractor by the Contracting Officer as a potential threat to the health, safety, security, general well-being, or operational mission of the installation and its population. Where reading, understanding, and discussing safety, security, mission, and environmental issues are an integral part of a contract employee’s duties, that employee must be able to understand, read, write, and speak English.

6.1.1.1 The contractor shall not employ any person who is an employee of the US Government if employing that person would create a conflict of interest. Additionally, the contractor shall not employ any person who is an employee of the Department of the Air Force, either military or civilian, unless such person seeks and receives approval according to DoD Regulation 5500.7-R, Joint Ethics Regulations (JER). The contractor shall not employ any person who is an employee of the Department of the Air Force if such employment would be contrary to the policies in AFI 64-106, Air Force Industrial Labor Relations Activities.

6.1.1.2 Dress/Appearance. Contractor personnel shall present a clean and neat appearance. Contractor shall not permit cut off shorts and clothing with tears, or revealing clothing or clothing with obscene or inflammatory designs, slogans, or remarks, and clothing representing military attire such as OCGs. The contractor shall dress in appropriate business casual attire while in performance of the contract.

6.1.2 Absenteeism.

6.1.2.1 The contractor will be responsible for hiring a suitable substitute(s) for fulfilling the M&FRC Front Desk Customer Service Representative (FDCSR) position in the event of a temporary absence, i.e., for extended illness, vacation, or for absences greater than five (5) business days.

6.1.2.2 The contractor employee shall notify the COR at least two weeks in advance of any planned absence.

6.1.3 Smoking, Eating and Drinking. The contractor employee is permitted smoking, eating and drinking only in designated areas.

6.1.4 Driving License/On-base Requirements. The contractor shall ensure the following pass and identification items required for contract performance are obtained for employees and non-government owned vehicles:

6.1.4.1 DBIDS, Defense Biometrics Identification System - Contractor Identification Card.

Process a DBIDS Application to obtain a DBIDS contractor ID card. A DBIDS contractor ID card is required for performance on the installation in a contractor capacity, regardless of alternate base access forms of identification (ex: retired military ID).

6.1.4.2 AF Form 75, Visitor/Vehicle Pass (AFI 31-204) - The contractor shall adhere to local security policy when applying for short/long term visitors’ passes. Any contractor requesting a pass for more than 3 days will complete a Local Files Check with 325 SFS/Pass & ID.

Vehicle passes (personal vehicles) are no longer required.

6.1.5 Contractor Identification. Contractor personnel shall wear badges identifying them as contractors at all times.

6.2 Place of Performance. The Contractor shall perform the required support at 325 FSS/FSH located at building 662 (445 Suwannee Road) Tyndall AFB, FL. (See 4.5.2 for building closures and 4.5.3 for alternate work sites.) Contractor personnel shall comply with all installation and facility safety and security regulations, as well as, the health, safety, and security provisions of the contract. Contractor personnel shall report security or safety problems to the Contracting Officer and/or Security Police as appropriate.

6.4 Government Provided Training. On-The-Job training will be provided as needed on utilization and data entry of the AFFIRST database and on Military & Family Readiness Center and Community Readiness Team core programs and activities. Additional software training will be provided as needed for customer computer management.

6.4.1 6.4.1 The government may request the contractor to attend conferences, symposiums, and training course/sessions to provide interface and attain knowledge necessary for the performance of PWS requirements on installation or local community. All in-residence training courses must be approved by the contracting officer or COR in writing prior to the contractor making a commitment to attend the course. No travel outside the local area will be required.

6.4.1.1 Anti-Terrorism Training: The AF will provide appropriate Level 1 anti-terrorism training to contractor employees as required for mission requirements.

6.4.1.2 OPSEC Training: The AF will provide OPSEC specific training or training materials within 90 days of initial assignment to the contract.

6.4.1.3 Total Force Awareness Training and other training as required by the AFI 33-200, Air Force Cybersecurity Program Management; AFCEC; or Wing/IA offices, shall be taken and must be passed by all on-site contractor personnel.

6.4.1.4 Ancillary Training: Contractor shall take all ancillary training courses that the government requires for all military and Civil Service employees (such Environmental Safety training) and any specific course pertaining to a task.

6.5 Privacy and Security

6.5.1 Privacy Act. Work on this project requires that personnel have access to Privacy Information. Personnel shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations. The contractor shall protect personal, private, controlled unclassified, or proprietary information-with the potential to damage the public’s trust (includes access to or processing of personal information such as that protected by the Privacy Act (PA) of 1974, exempt from disclosure under the Freedom of Information Act (FOIA), financial data, or privileged information involving the award of contracts, contractor proprietary information, etc.).

6.6 Conservation of Utilities. The contractor shall adhere to all base level utility conservation practices or requirements. The contractor shall be responsible for operating under conditions that prevent waste of utilities.

6.7 Phase Out. In the event a follow-on contract is awarded to other than the incumbent, the incumbent contractor shall cooperate to the extent required to permit an orderly transition to the successful contractor. Note that phasing in of an incumbent contractor may or may not occur.

The contractor will be required to explain the duties to the M&FRC staff representative or volunteer, or to an incumbent contractor; upon the Contracting Officers verbal or written direction which will be provided not less than two weeks prior to the beginning of the phase out period.

6.8 Invoicing. Invoices shall be submitted using Wide Area Work Flow (WAWF). See the contract clause for instructions. The contractor shall submit an invoice into the WAWF site monthly for services rendered and must identify in each invoice the actual dates of the service period. Note that if a discrepancy is found, and an invoice is rejected a corrective invoice is required to be submitted in the WAWF system as soon as possible. The Contract Administrator is available to provide direct assistance to the contractor in submitting their first invoice to help provide the necessary and required information for the invoice creation and data input.

6.9 Retrieving Identification Media. The contractor shall retrieve all government issued identification media from employees who depart for any reason before the contract expires; e.g.

termination, retirement and submit them to the COR.

7.0 GOVERNMENT POINTS OF CONTACT

Dr. Charlie Carr, Chief, Military and Family Readiness: 850-283-2430 charlie.carr.1@us.af.mil Mr. Scott Hill, Contracting Officer Representative: 850-283-2400 scott.hill.33@us.af.mil.

mailto:charlie.carr.1@us.af.mil mailto:mary.wells.2@us.af.mil