Attachment 1 Parent Liaison PWS 2024 1.pdf

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PERFORMANCE WORK STATEMENT

FOR

UNITED STATES AIR FORCE ACADEMY (USAFA)

PARENT & FAMILY PROGRAM OUTREACH

COORDINATOR

UNITED STATES AIR FORCE ACADEMY

2304 Cadet Drive, Suite 3100

United States Air Force Academy, CO

80840-2315

(21 June 2024)

IAW AFI63-138_USAFASUP 28 OCTOBER 2020 3, 2.10.1.1. PM/FSM approves the PWS by signing and certifying the contents as written meet the needs of the requiring activity. This PWS has been reviewed by the responsible Program Manager/Functional Service Manager and has been determined to meet the needs of this requirements:

Program Mgr. / Functional Service Manager

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TABLE OF CONTENTS

SECTION I – GENERAL INFORMATION

1.1. Overview

1.2. Background

1.3. Scope of Work

1.4. Magnitude of Effort

1.5. Technical Points of Contact

1.6. Work Environment

1.7. Quality Control Plan

1.8. Contractor General Information

1.9. Data Collection and Documentation

SECTION II – DESCRIPTION OF SERVICES

2.1. Description of Services

2.2. Meetings

SECTION III – MINIMUM QUALIFICATIONS

3.1. Experience and Education Requirements

3.2. Additional Skills

SECTION IV – CONTRACT INFORMATION

4.1. Contract Management

4.2. Contractor Personnel

4.3. Teleworking

4.4. Training and Travel

4.5. Federal Holidays

4.6. Data Rights

SECTION V – SERVICE DELIVERY SUMMARY

5.1. Deliverables

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SECTION I

GENERAL INFORMATION

1.1 Overview. The Directorate of Strategic Communications (USAFA/CM) directs all institutional internal and external brand, messaging, media, community outreach and national public relations efforts on behalf of the United States Air Force Academy (USAFA).

1.2. Background. The USAFA Parent Liaison Team administers USAFA parent and family programs and acts as a liaison between Parent Clubs and USAFA. The team is responsible for communication flow between USAFA and Parent Clubs to ensure dissemination of timely and accurate information over multiple communication mediums. Additionally, the team enhances relationships with parents by conducting parent training sessions, producing informational parent and family guides, and planning/executing parent and family events.

1.3. Scope of Work. The Contractor shall provide Administration and Outreach services to USAFA/CM in support of the USAFA Parent Liaison Team, as well as assist and advise in planning, communicating, executing and measuring the effective and efficient administration of the Parent and Family program.

1.4. Magnitude of Effort. The base period of performance is 12 months from task order award, with four one-year option periods.

1.5. Technical Points of Contact (POCs). For this effort, POCs are the HQ/CM Outreach Division

Chief, who can be reached at (719) 333-2401 and/or the HQ/CMO Strategic Engagement Branch Chief, who can be reached at (719) 333-7819. Both can be reached by email at usafa.outreach@afacademy.af.edu.

1.6. Work Environment. Missions are frequently interrupted by base exercises or actual ongoing base security events. The Contractor is required to participate in all exercises.

1.7. Quality Control Plan (QCP). The Contractor is required to manage the quality of the services delivered using their internal management structure and is encouraged to use innovative and creative processes and continuous quality improvement in the performance of the PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure the non-recurrence of defective services. The QCP shall be submitted to the Contracting Officer Representative (COR) and Contracting

Officer (CO) for review within 30 days of award and as updated. The QCP shall consist of the following:

1.7.1. QCP Methods. A description of the methods to be used by the Contractor for identifying and preventing defects in the quality of service.

1.7.2. QCP Materials. A description of the records to be kept to document inspections and corrective or preventative actions taken.

1.7.3. QCP Management Program. A comprehensive management program that addresses customer service and corrective actions when the contractor fails to meet service quality standards.

1.7.4. The Contractor shall develop and maintain a database on the Government-provided Microsoft

Office 365 (O365) using a living Microsoft Excel document to record data to track event-specific metrics.

The database shall track all information identified in Outreach event requests and be stored in a location that is available to the Contracting Officer Representative. Upon request, the Contractor shall participate in periodic quality assurance reviews and validation meetings with the COR and/or CO.

mailto:usafa.outreach@afacademy.af.edu

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1.8. Contractor General Information. All information (e.g. text documents, videos, photos, and artwork) generated and maintained under this contract, including Government-furnished information, shall be available for Government review upon request and maintained on the Government-provided

O365 file management system. All information collected because of efforts under this schedule order is the property of the U.S. Government and shall not be released either formally or informally without the consent of the Government. Any Contractor-produced documentation that could be considered

Government official records shall be maintained In Accordance With (IAW) AFI 33-322, Records

Management Program, para. 1.1., 5 and the AF Records Management System. The Contractor shall perform all Records Custodian duties and coordinate all decisions with the Government designated

Functional Area Records Managers.

1.9. Data Collection and Documentation. The Contractor shall compile and deliver monthly performance metrics to the Government that address, at a minimum, each of the service areas identified under section 5.1 Service Summary, Table 2. The contractor shall deliver the documentation in a

Microsoft Office product(s) format for internal use for the U.S. Air Force Academy. The Contractor shall ensure all communication content is consistent with the brand platform, visual and verbal guidelines at all times. Final approval is with the USAFA/CM. The monthly report shall be delivered the 1st business day of each month.

SECTION II

DESCRIPTION OF SERVICES

2. Description of Services. The Contractor shall assist with daily operations of the Parent and Family

Program to ensure successful administration. Tasks include:

a. Support parent and family communications through management of email and social media communication, event marketing and advertising, creation of parent and family program guides and newsletters, and management of USAFA Parent Website content.

b. Provide planning and logistical support and attend parent and family programs during key

USAFA events where appropriate. Some events may be outside of normal duty days and/or duty hours.

c. Ensure communication to parents and families is consistent with USAFA messaging guidelines, themes, and institutional talking points.

d. Provide support to appointee orientations in cooperation with USAFA Admissions and/or local

Parent Clubs.

e. Plan and execute a minimum of two Parent Club Presidents' Conferences per year.

f. Monitor government provided Organizational e-mail account; professionally and accurately draft responses to be reviewed by the USAFA government team member within two business days of submission.

g. Monitor government provided phone line and professionally and accurately respond to inquiries.

h. Monitor parent social media for issues and/or inaccurate information and post professional and accurate information when appropriate.

i. Advise and assist the government in executing a range of strategic communications and public relations activities to include short and long-term communication planning; external and internal communication; content and media creation; internal training documentation and distribution.

j. Ensure internal and external communications adhere to voice and style guidelines IAW the

USAFA Brand Guidelines at www.usafa.edu/brand.

k. Process parent and appointee Privacy Act Releases.

http://www.usafa.edu/brand

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l. Track cadet disenrollments and update necessary rosters and the SalesForce database to include phone numbers, email and other pertinent information on a weekly basis.

2.1. Meetings. The Contractor shall support office meetings required for operations as well as specific areas of support. Meetings may be either recurring or program-specific and include, but are not limited to, the following.

a. Weekly Outreach and/or Strategic Communications meetings. Provide Parent and Family

Program administration and outreach subject matter expertise. Identify and describe capabilities, limitations and concerns related to the Parent and Family Program, as well provide feedback gathered in-person or online.

b. Weekly Cadet Wing Training meeting. Assist the Cadet Wing with Parent and Family program support.

SECTION III

MINIMUM QUALIFICATIONS

3.1. Experience and Education Requirements. The contractor shall provide personnel who meet the following skills and qualifications:

a. Minimum of two years combined professional experience in customer service and/or communications related fields is desired.

b. Parent of current or former USAFA cadet.

c. Microsoft Office software (Word, Excel, PowerPoint) experience and proficiency.

d. Bachelor’s Degree is desired.

3.2. Additional Skills.

a. Excellent written and oral communication skills

b. Team building and instructional skills

c. Conflict resolution skills

d. Customer service skills

e. Community outreach skills

f. Event planning skills

SECTION IV

CONTRACT INFORMATION

4.1. Contract Management. Contractor shall provide management oversight for all work performed in this PWS. The contractor shall identify a Program Manager (PM) to serve as the interface between the government and contractor. Contractor shall appoint an alternate PM if the primary is unavailable for duty

(vacation, illness, etc.). PM or alternate shall have full authority to act for the contractor, on all matters relating to this contract. PM or alternate shall be available, during normal duty hours, within one hour to meet on the installation with government personnel during periods when work is performed.

4.2. Contractor Personnel. Attire shall be in good repair and shall not be considered offensive, disruptive, or unsafe. Government is authorized to restrict employment, under the contract of any contractor employee or prospective contractor employee, who is identified as a potential threat to the health, safety, security, general well-being, or operational mission of USAFA and its population.

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4.2.1. Professional Public Image. The Contractor shall be professional in appearance and suitable for the occasion and environment. Business professional attire is required for contractor personnel, while in the performance of this contract. Personnel are expected to comply with reasonable dress and grooming standards based on comfort, productivity, health, safety, and type of position occupied. Attire will be in good repair, and should not be considered offensive, disruptive, or unsafe.

4.2.2. Identification of Contractor Personnel. All contractors should require that contractor personnel/employees wear distinctive nametags, company shirts or company badges for identification purposes. Identify contractor’s status on correspondence, in telephone conversations and in meetings they attend.

4.2.3. Inherently Governmental Functions. At no time shall the contractor perform inherently governmental functions as specified in FAR 7.5 – Inherently Governmental Functions. If it is unclear whether or not a particular function is inherently governmental, the contractor shall consult with the

Contracting Officer for clarification.

4.2.4. Office Hours. Core operating hours are Monday through Friday, 0730-1630 Mountain Time. The contractor shall be available 30 hours per week during core hours of operation.

4.2.5. Outside Core Operating Hours. Overtime is not authorized based on this PWS and the approved budget.

4.2.6. Security Requirements. The Contractor and all employees will comply with all USAFA security requirements in accordance with USAFA Instruction 31-102, Use, Control, and Protection of Harmon

Hall (Building 2304), imposed by the installation commander. Contractor will obtain necessary badges(s) required for access to USAFA facilities.

4.2.7. Badge Request. The information contained in the Badge Request Letter is subject to the Privacy

Act of 1974 as follows: AUTHORITY: 5 U.S.C. 4501; 10 U.S.C. 1124; EO 9397; PRINCIPAL

PURPOSE: to list the names of personnel authorized to perform various functions under this contract.

ROUTINE USES: To ensure positive identification of personnel authorized to perform the listed functions. Two forms of federal identification, such as driver’s license, social security card, or birth certificate is required. Disclosure is voluntary, however, failure to supply any required information may cause denial of entry to or delays in processing access onto USAFA.

4.2.8. Vehicle Requirements. Proper state vehicle registration, proof of insurance and a valid driver’s license are required to drive on base.

4.2.9. Driving on all Air Force Installations. The Contractor and all employees will comply with AFI

91-207 USAF Traffic Safety Program while on USAFA.

4.2.10. Performance of Service During Crisis Declared by the National Command Authority. This service is determined to be non-essential for performance during crisis IAW DODI 1100.22. However, in the event of a crisis or significant emergency is declared, the CO will contact the contractor to notify them of the situation and any possible changes to their contract responsibilities. The performance of these services is non-mission essential during times of crisis. Should a crisis be declared, the Contracting

Officer or their representative will verbally advise the Contractor if temporary suspension of work is required, followed by a written notification. A representative of the contracting officer will further notify the Contractor verbally when the crisis has ended with written notification to follow.

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4.2.11. Organizational Conflict of Interest (OCI). The contractor shall identify and mitigate any known or perceived OCI issues under this task order in accordance with the basic contract.

4.3. Teleworking. Contractor is permitted one (1) telework day per week and must coordinate with the Contracting Officer Representative (COR) at least two (2) duty days prior to taking the telework day. Telework days must be annotated on the combined USAFA/CM Strategic

Communications staff calendar or any other calendar as specified by the Contracting Officer

Representative (COR).

4.4. Training and Travel. The Contractor shall be required to accomplish initial and annual

Government provided Computer Based Training (CBT) to include: Information Protection, Information Assurance, Anti-terrorism, OPSEC, COMSEC, FPCON, Records Management, and other training as identified and provided by the Government. Additionally, the on-site Contractor must attend Parent conferences as needed. All contractors on this contract are authorized to travel to industry training seminars and symposiums as deemed appropriate by the Government and approved by the Contracting Officer.

4.5. Federal Holidays. The following Federal Holidays are observed by USAFA but may not always be observed by the Contractor due to mission needs.

TABLE 1

Holiday Month

New Year’s Day January

Martin Luther King Day January

President’s Day February

Memorial Day May

Juneteenth National

Independence Day

June

Independence Day July

Labor Day September

Columbus Day October

Veteran’s Day November

Thanksgiving Day November

Christmas Day December

4.6. Data Rights. The Government has unlimited rights to all deliverables under this PWS. The

Government shall retain custody of all records associated with contractor deliverables and shall have exclusive control in the distribution of all written deliverables. All materials designed and/or produced either for print, drawing, art, audio and visual recordings, pictures, copyrights, patent rights, and trademarks shall be considered the property of USAFA. USAFA shall own all rights hereto.

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SECTION V

SERVICE SUMMARY

5.1. Service Summary Items. The below table is a summary of the required PWS deliverables and thier performance frequency:

TABLE 2

SS

Items

Performance Objective PWS

Para

Performance Measure

SS-1 Contractor shall complete Salesforce Database Updates on time and accurately, to include entering cadet and parent information.

2(1) No more than (2) deficiencies per period of performance.

SS-2 Contractor shall update Parent Club President Roster on time and accurately.

2(1) No more than (2) deficiencies during the period of performance.

SS-3 Contractor shall attend Appointee Orientation Briefings.

Contractor shall complete Appointee Guide updates on time and accurately.

2(d)

2(e)

2(i)

No more than (1) deficiency per month period.

SS-4 Contractor shall plan and execute a minimum of two Parent

Club Presidents' Conferences per period of performance.

2(e) Execute a minimum of (2) Parent

Club Presidents' Conferences.

SS-5 Assist Government representation in creating and delivering

Appointee Orientation Briefings. Assist in planning and executing nationwide parent events. Parent

Communications. Assist with communications

2(a)

2(b)

No more than (2) deficiencies during the period of performance.

SS-6 Contractor shall submit Deliverable Reports on time and accurately every month during the period of performance.

1.9 No more than two (2) late reports

per period of performance. No more than (1) administrative deficiency per month period; to be corrected within (2) business days.

5.2. Service Deliverables & Frequencies. The below table is a summary of the required PWS deliverables and thier performance frequency:

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TABLE 3

No. Deliverables Para. Frequency

1 Parent Club President Conferences. 2(e) Annually

2 Salesforce Database Updates. 2(k), 2(l) Weekly

3 Update Parent Club President Roster. 2(l) Monthly

4 Appointee Orientation Briefings. 2(d) Annually (Spring)

5 Appointee Guide. 2(i) Annually

6 In-processing Day Parent Program. 2(b) Annually

7 Parent Engagement Events. 2(b) As required

8 Parent Communications. 2(a) Daily

9 Data Collection and Reporting. 1.9 Monthly