DRAFT PWS - FSS MFRC Support Services.pdf

PERFORMANCE WORK

STATEMENT

For

MILITARY & FAMILY

READINESS (M&FR)

SUPPORT SERVICES

628 FORCE SUPPORT SQUADRON (FSS)

5 May 2021 DRAFT

1. Purpose

The purpose of this requirement is to provide contractor support personnel in support of the

628th Force Support Squadron Military & Family Readiness (M&FR) Flight for services that are provided at Joint Base Charleston (JB CHS), SC. The 628thForce Support Squadron

(FSS) serves eligible military members and their families in support of experiences associated with deployment, mobile lifestyles and other contingencies that occur throughout their military career.

1.1. Scope of Work

Familiarity with military structure and lifestyle issues and the organization and mission of the

628th FSS is highly desirable for all providers of direct services to customers. The Contractor shall provide contractor support personnel to assist FSS staff members in services to include:

Social Education and Consultation Support Service

Positions

• Financial

• Personal and Work Life

• Employment

• Ombudsman

• Exceptional Family Member

• Relocation

• Transition

• Volunteer

Certified Financial Education and Consultation

Support Service Position

Administrative Assistance and Scheduling Support

Services

IT Hardware/Application/ Support Services Position

Services shall be performed in accordance with all applicable DoD standards, Air Force standards, Air Force Instructions (AFI), Standard Operation Procedures (SOP), law regulations, and all other requirements as described in the Performance Work Statement (PWS). All work performed by the Contractor in this PWS shall conform to the applicable latest editions of the following specifications and standards. DRAFT

2. PERFORMANCE REQUIREMENTS

2.1. Social Education and Consultation Support Service

Social Education and Consultation Support Services encompasses the following program areas:

• Financial

• Personal and Work Life

• Employment

• Ombudsman

• Exceptional Family Member

• Relocation

• Transition

• Volunteer

Travel to other government facilities is required in performance of services. In each of these program areas a variety of services, including workshops, briefs, classes, individual sessions etc., will be provided virtually, in-person at M&FR, and to military and community organizations within the Tri-county area, along with local area tenant commands. Programs may be offered as single or multi-session classes/workshops or on an individual basis. In addition to updating existing workshops, the contractor will be responsible for developing an extensive variety of class materials to include briefings, brochures, flyers, informational materials, etc. based on assessed needs within the community.

A comprehensive programming plan for the year is due each Oct for the following calendar year. The plan will provide projected dates, times and locations for each class. The workshops/classes and individual consultations shall be offered at times and locations, to include after normal working hours, that best meet needs of customers.

The contractor will assist in advertising and marketing for all M&FR programs and services.

All client contact will be accounted for in AFFIRST. The following further defines specific support required in each program area.

2.1.1. Financial Education and Consultation Support Services

Plan, organize, develop, publicize, and provide a wide variety of Personal Financial

Management (PFM) classes/workshops/individual sessions, e.g., car buying, basic budgeting, managing credit, debt liquidation, consumer awareness, insurance, savings and investments, and retirement planning. Respond to requests for age-appropriate classes or seminars to youth and teens as part of on/off- base education services. Other financial workshops may be required due to changing situations. Develop new curriculum per client request, when not otherwise available in standardized PFM curricula.

Maintain certified Command Financial Specialist Trainers. Conduct initial and refresher

Command Financial Specialist (CFS) training. Assist Command Financial Specialists in developing General Military Training (GMT) on topics relating to Personal Financial

Management.

Provide individualized financial counseling and assistance to service members and families.

Provide consumer information and assistance in handling consumer complaints.

Assist service members and their family member in establishing an extended absence/deployment financial plan.

DRAFT

2.1.2. Personal and Work Life Program

Provide life skills education in eight core content areas including: communication, relationships, parenting, personal growth and development, work/life, deployment/family readiness, new spouse orientations, and Ombudsman/Key Spouse Training. Other life skills workshops may be required due to changing situations.

Coordinate with other support programs such as Chaplains, Child and Youth, Family

Advocacy Program, MFLC and Drug and Alcohol programs to ensure consistency in delivery of life skills programs and services.

2.1.3. Employment Program

Provide employment education (e.g., effective job search, interviewing, resume writing, federal employment etc.). Other employment workshops may be required due to changing situations.

Provide individualized skills assessment, career counseling and coaching to those seeking employment assistance.

Organize, promote and/or support area job fairs and employment expositions with local, state and/or Federal agencies.

2.1.4. Ombudsman Program

Provide ombudsman coordination support services that include maintaining accurate ombudsman rosters, recruiting new Ombudsman representatives, offer/conduct basic and advanced Ombudsman training to best meet customers’ needs. Ensure all newly appointed

Ombudsmen are trained by certified OBT trainers within six weeks of appointment. Plan and coordinate all annual events for Ombudsman Program.

2.1.5. Exceptional Family Member Program

Assist with coordinating, publicizing, facilitating, and hosting Exceptional Family Member

Program (EFMP) briefings and outreach events. Maintain accurate EFMP command POC listings and ensures all are trained upon appointment to official command position. Provide basic information and referral and refer on to EFMP Coordinator complex referrals.

2.1.6. Volunteer Program

Provide coordination support services that include maintaining rosters, recruiting, training, and assigning tasks to volunteers, maintaining total hours worked by each. Plan and coordinate all annual events for Volunteer Program.

2.1.7. Relocation Program

Assist with inbound and outbound relocation programs through briefs/workshops and individual assistance. Some examples are INDOCs, Spouse Tours/Newcomers

Orientation, Smooth Move, Sponsorship, and Command Sponsor Coordinator training

2.1.8. Transition Program

Assist with coordinating, publicizing, facilitating, and hosting Initial Counseling, Preseparation

Briefings, TAP workshops, Career Tracks, and Capstone Events or individualized, one-on-one, counseling and assistance to all transitioning military and family members.

2.2. Administrative Support

The Contractor shall answer incoming calls, answer routine, non-technical requests for

Information, refer telephone callers and visitors to appropriate staff or office, and ensure continuous coverage of the front desk at the M&FR at the Air Base and also at the front desk at the M&FR at the WS throughout the day.

Make, confirm and keep appointment calendar using current software and AFFIRST, to include program registration lists and classroom schedule for M&FR staff in accordance with locally established procedures. Contractor shall provide assistance as required, including contacting program attendees (via telephone or e-mail) to confirm attendance prior to scheduled event.

Maintain current schedules of staff providing individual appointments and rosters of upcoming group programs for enrollment purposes. Manage daily scheduling to ensure customers are notified of unscheduled staff absences as soon as possible and appointments are rescheduled at customer request in a timely manner.

Provide courteous, professional customer service to M&FR customers with the utmost discretion. Contractor shall be responsible for following established procedures for maintaining resources available at the front desk, providing customers with forms required by various programs and assisting customers in filling out forms.

Assist with the volunteer resource program, including collection of volunteer timesheets from the base volunteer coordinators, documentation of volunteer hours, and distribution of volunteer recognition documents.

Assists with maintaining an administrative filing system in accordance with AFI 33- 322 and locally established procedures.

Collect and distribute mail.

Provide administrative and clerical services utilizing Microsoft Office Suite, MS Outlook, etc.

Promote user awareness of the M&FR to include available resources through orientation tours at M&FR.

Contractor shall assist customers with standard informational items on the display racks and ensure the display racks are re-stocked with current standard items.

In/out-process military personnel IAW established procedures.

Provide a variety of Crisis Response functions, e.g., screening and directing potentially distraught and/or difficult callers or walk-in clients, scheduling appointments, and maintaining referral and community resource directories.

Assist customers in logging in and out household goods items from the Loan Locker inventory.

Contractor shall review Loan Locker forms to identify loan items that are past due and provide them to the CRC/S. Contractor shall assist with inventory of loan locker items semi- annually in

January and July which requires simple counting.

Ensure all services provided are accounted for in AFFIRST.

2.3. IT Hardware/Application/Admin Support

Contractor shall work with designated representatives to keep administrative computers functioning in an efficient manner; debugging them when problems occur and installing any new computers or support equipment purchased. May also be required to research and identify upgrades to all equipment as necessary, to develop system programs to support special devices or conditions not normally provided by vendors; to evaluate and adjust space allocation and system usage; to install/modify software packages, utility programs/methods and assist with its maintenance; to develop, implement, troubleshoot and support communication interfaces to the base network, other computers, and peripherals attached to computers.

Contractor shall assist users (staff and clients) with any computer-related problems.

Establish and maintain an inventory of all software and peripherals, in addition to inventorying/maintaining all other minor property of the Centers. Update property inventory of government-owned equipment at M&FR.

Maintain a written and electronic tracking system for computer problems, status, and resultant action, to include compliance with all Air Force Computer Emergency Response Team

Directives (AFCERT's).

The contractor shall also have a working knowledge of HTML and web design, and be able to create and maintain/update the M&FR social media and online marketing.

Administer various computer systems. This shall include specialized graphics hardware and software as well as hardware and software associated with M&FR.

Contractor shall manage various Local Area Networks (LAN), and/or intranets, and maintain data bases used as management tools in coordination with appropriate military representatives.

Provide website development and maintenance, systems administration, systems analysis, troubleshooting and technical support to M&FR staff.

Train M&FR staff in the use of all computer support equipment and any other computer-related equipment. Serve as the resident “impromptu” instructor for all computer- related needs. Work with individual staff members to assist in the development of software or hardware applications for program presentation materials. Deliver training to staff and customers in the use of all software programs/applications, as appropriate.

Ensure classroom functionality (Internet and equipment support) at M&FR centers.

Compile installation inputs to recurring reports as required.

Troubleshoot, research, and work with vendors for solution/resolution of problems. Assist with warranty return authorizations. Any and all computer software or hardware malfunctions or abuse shall be documented and reported immediately to the designated representative.

Contractor shall report improper computer use and any signs of viruses or server/network trouble.

The contractor should be capable of installing, upgrading, troubleshooting, and assisting staff or customers at M&FR with a variety of programs.

Contractor shall provide courteous, professional customer service to Resource Center users at M&FR.

Contractor shall provide information and referral to staff experts for clients seeking assistance with M&FR services.

The contractor shall provide minor clerical services as requested at M&FR.

Ensure all services provided are accounted for in AFFIRST.

2.4. Emergency Preparedness and Response

The Contractor’s personnel in support of Sections 2.1., 2.2., and 2.3. shall:

Participate in emergency response exercises carried out by the Installation or

M&FR.

Assist with marketing/public awareness of campaigns such as Ready Navy/Ready Air

Force.

Implement emergency response plans in the event of an actual situation requiring humanitarian response.

Execute Emergency Family Assistance Center assigned responsibilities as exercised and directed.

Ensure that all information and referral, individual consultation and group education services related to Emergency Preparedness and Response are entered and counted in AFFIRST, AFPAAS or other service system equivalent.

2.5. Emergency Case Management Support

The Contractor’s personnel in support of Section 2.1., provide intensive case management services for assigned service members or family members. Coordinate and integrate family services and referrals utilizing on- and off-installation resources, state, intra-state, and federal services as necessary. Assist personnel in completion of required forms and report/provide feedback to M&FR leadership regarding family needs, lapses in the system, and response times.

Serve as a liaison with other military community agencies.

Operate as part of a larger system with continual communication with M&FR keeping in touch with changes and additions to resources and policies.

Ensure that all information and referral and individual emergency case management services are entered and counted in AFFIRST, AFPAAS, or other service system equivalent.

Emergency Case Management Support may require up to 12 hour shifts and during non-standard duty hours of the day.

2.6. Deliverables: The contractor shall provide deliverables as referenced in PWS.

Deliverable Frequency Submit to

Classroom & one-on-one sessions

After Action report

Sections 2.1.

Reported no later than 3 days after all activities/service

AFFIRST system

Appointment Calendar & Check-ins

Section 2.2.

Reported no later than 3 days after session

AFFIRST system

Weekly Status Reports

Sections 2.9.

Within Close of Business on

Friday each week

Pull from AFFIRST Submit to COR

Contractor Full-Time Equivalent

Reporting

Section 5.5.

NLT 31 Oct each calendar year SAM.gov

Quality Control Plan

Section 6.15.

Within 30 calendar days of award

Within five working days of proposed change

CO

Safety Plan

Section 6.14.

*Prior to performance start date, update as needed

COR & 628 Wing Safety

*Provide at Pre-Performance Conference if one is scheduled or prior to contract start date.

2.7. Workload Estimates:

The following workload estimates are based on previous historical and current requirements.

The data is based upon those tasks identified in 2.1-2.6 of the PWS. Estimates are yearly unless stated otherwise and are based upon previous history and current requirements. Estimates are not to be construed as “not to exceed” limitations and only includes the predominate duties associated with each program.

SOCIAL EDUCATION AND

CONSULTING SUPPORT SERVICES-

Positions 3

Est Hrs JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC TOTAL

Financial Management

Indocs Classes 3 4 4 4 4 4 4 4 4 4 4 4 4 144

T-Track Classes 4 4 4 4 4 4 4 4 4 4 4 4 4 192

Webinar Classes 1.

4 4 4 4 4 4 4 4 4 4 4 4 72

Command Financial Specialist (CFS) Qrtly

Classes

CFS Refresher Classes 8 1 1 16

CFS Forum Classes 2 1

Misc. Outreach 2 4 4 4 4 4 4 4 4 4 4 4 4 96

TAP Financial Brief Assistance 4 2 2 2 2 2 2 2 2 2 2 2 2 96

Youth Camp 24

1-on-1 Consulting 1.

55 55 55 55 55 55 55 55 55 55 55 990

Administration 1 1

17 17 17 17 17 17 18 18 18 18 18 209

Estimated Task Hours 2,099

Personal and Work Life

1-on-1 Consultation 1 1

10 10 10 10 10 10 10 10 10 10 10 120

Other Classes 1.

13 13 13 13 13 13 13 13 13 13 13 234

Administration 1 2

25 25 25 25 25 25 25 25 25 25 25 300

Estimated Task Hours 654 http://www.ecmra.mil/

Employment

1-on-1 Consultation 1 4

40 40

40 40 40 40 40 40 40 40 480

Classes 2 8 8 8 8 8 8 8 8 8 8 8 8 192

Administration 1 25 25 25 25 25 25 25 25 25 25 25 25 300

Estimated Task Hours 972

Ombudsman

1-on-1 Consultation 1 4 4 4 4 4 4 4 4 4 4 4 4 48

Ombudsman Basic Training 18 1

Ombudsman Assembly 1.

Administration 1 16

16 16

16 192

Estimated Task Hours 321

Exceptional Family Member

Classes 2 1

1 1

1 24

Events 5 1

1 180

Estimated Task Hours 252

Volunteer Program Coordination

Classes 1 1

Estimated Task Hours 52

Relocation

Classes 0.75 8 8 8 8 8 8 8 8 8 8 8 8 72

1-on1 Consultation 0.25 35 35 35 35 35 35 35 35 35 35 35 35 105

Administration 1 16 16 16 16 16 16 16 16 16 16 16 16 192

Estimated Task Hours 369

Transition Assistance

Classes 1 3 3 3 3 3 3 3 3 3 3 3 3 36

1-on1 Consultation 0.75 35 35 35 35 35 35 35 35 35 35 35 35 315

Administration 1 50 50 50 50 50 50 50 50 50 50 50 50 600

Estimated Task Hours 951

Total Estimated Task Hours for Social Education and Consultation at 1,890 X 3: 5,670

CERTIFIED FINANCIAL EDUATION

AND CONSULTATION SUPPORT-

Positions 1

Est Hrs JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC TOTAL

Complex Personal Financial Mngt Consultation

Command Financial Specialist (CFS)

Qrtly Classes

Advanced Personal Financial Management

Classes

3 3 3 3 3 3 3 3 3 3 3 3 3 108

TAP Financial Brief

Program Management, Outreach, Administration and Marketing

Total Estimated Task Hours for Certified Financial Edu/Consultation: 1,890

ADMIN ASST AND SCHEDULING

SUPPORT SERVICES-Positions 2

Customer Services (walk-ins)

0.08

Phone Calls (includes making appointments;

updating calendars)

Data Entry (45 classes per month; data entry before and after course)

0.5

Estimated Task Hours per Center for ADMIN: 1890 X 2 (1 for each center) For a total of 3,780

IT HARDWARE/APPLICATION/ADMIN

SUPPORT SERVICES-Positions 1

Customer Service

Transition GPS Class 5 2 2 2 2 2 2 2 2 2 2 2 2 120

Maintain/Update Social Media and On-line

Marketing

Equipment Inventory 16 1 16

Computer Updates/Maintenance 2 20 20 20 20 20 20 20 20 20 20 20 20 480

Train Staff 1 20 20 20 20 20 20 20 20 20 20 20 20 240

Troubleshoot, research, and work with vendors or Communication Sq

Administration

Estimated Task Hours for IT 1890

ESTIMATED TOTAL TASK HOURS FOR ALL 7 POSITIONS PROVIDING SUPPORT 13,230

Customer Feedback Questionnaire’s

The Contractor shall utilize the current processes used for ensuring customer service satisfaction.

Currently these processes include Survey Monkey or other web-based surveys, ICE, and paper based feedback questionnaires. The Contractor shall provide questionnaire’s to all individual clients and group participants and encourage them to complete them prior to the completion of all classes/workshops or individual sessions.

The Contractor shall courtesy copy the COR on all email traffic relating to customer services feedback questionnaire’s.

2.8. Air Force Family Integrated Result Statistical Tracking (AFFIRST)

The Contractor shall use Air Force Family Integrated Result Statistical Tracking (AFFIRST) database system to input required After Action report data on customers and resources that receive one of services provided under section 2.1 thru 2.5. The Contractor is required to maintain customer confidentiality with regard to information contained in the AFFIRST System.

The contractor shall ensure all activities/service delivery is entered into Air Force Integrated

Results and Statistics Tracking (AFFIRST) within three duty days of the activity/service. The

COR will pull activity/service reports from AFFIRST at random to validate timely data entry is accomplished.

3. SERVICE DELIVERY SUMMARY:

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 objective. The Services Summary (SS) and the contractor’s Quality Control Plan provide information on contract requirements, the expected level of contractor 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, shall be used to remedy all deficiencies. The Government will monitor the Contractor's performance through the use of a Quality Assurance Surveillance. The

Government reserves the right to review services to be provided, including those developed or performed at the Contractor's facilities, to determine conformance with performance requirements.

Government quality assurance will be conducted on behalf of the Contracting Officer by the COR.

The COR will be appointed to coordinate the overall quality assurance of performance standards.

PERFORMANCE

OBJECTIVE

PERFORMANCE

STANDARD

PERFORMANCE

THRESHOLD

Provide timely, efficient and effective education and consultation class/workshops support services to meet 628 FSS client needs

Section 2.1.

Provide paper or electronic surveys to clients for completion after each class/workshop session

Receive no less than an overall

Good/Average performance rating per month

Provide timely, efficient and effective education and consultation one-on-one support services to meet 628 FSS client needs

Section 2.1.

Provide paper or electronic surveys to clients for completion after each one-on-one session.

Receive no less than an overall

Good/Average performance rating per month

Provide timely, efficient and effective administrative support services to meet 628 FSS client needs

Section 2.2.

Greet customers, answer phone calls and schedule appointments in

AFFIRST system

Receive no more than two valid complaints from customers and staff members per month, NTE eight valid customer complaints in a 12 month period.

Provide complete, accurate, and timely reporting in the AFFIRST system

Section: 2.1., 2.2., 2.3., 2.4. & 2.5.

Reports received no later than 3 days after service provided.

No more than 90% late for monthly deliverables

Provide timely, efficient and effective Information Technology support services to meet M&FR needs

Section 2.3.

Maintain System uptime Receive no more than two valid complaints from customers and staff members per month, NTE eight valid customer complaints in a 12 month period.

Provide qualified workforce

Section: 5.3.4.

Provided services during schedule hours of operation

96% of the time

Stay in compliances with all

Environmental, Safety and Security regulations

Sections: 6.11, 6.12.,6.13, & 6.14

Protect PII information, secure government property/facilities, exercise office safety precautions, utilize recycling containers & energy saving practices

No more than 1 minor violations per month

No more than 0 major violations per year

Provide complete, accurate, and timely Deliverables

Section: 2.6.

Turned-in within specified time No more than 2 discrepancies per month

4. GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

Government property will not be provided to contractors, contractors’ management and subcontractor for this requirement as prescribes under FAR Part 45. Government property that is provided below will be considered as incidental to the place of performance and will remain accountable by the Government.

4.1. Utilities

All utilities in the facility will be available for the Contractor’s use in performance of duties outlined in this PWS. The Contractor shall operate under conditions that preclude the waste of utilities.

4.2. Facilities

The Government will provide office space, materials, standard business equipment and utilities

(e.g. access to copier, telephones and line access), computer workstations and software or resources required to complete the specified tasks for all on-site personnel when it has been determined to be more cost effective and is specified in the Task Order.

4.3. Telephones that have DSN and commercial access

The Government will provide and pay for all Government owned telephone costs (telephone instruments, repairs, relocations and monthly use charges for local and long distance) for all

Contractor employees located in Government facilities. Contractor should be aware that telephone usage may be subject to random surveillance and may only be used in the conduct of official Government business.

4.4. Services and other Material

The Government will provide timely access to non-procurement sensitive documentation, information on Government-owned systems and activities to facilitate the Contractors’ review and analysis, as required to accomplish work under the contract/task orders. Example of services and material include formats, reports, briefings, and other reference material, controlled access to unclassified government information networks, databases, such, AFFIRST, PIEE, etc. in order to perform the requirements of the contract. The Government will facilitate Contractor personnel interfaces with other Navy & Air Force staff, service staff and other Governmental agency offices as required to complete this effort

5. GENERAL REQUIREMENTS

This section describes the general requirements for this effort. The following sub-sections provide details of various considerations on this effort.

5.1. Non-Personal Services

The Government will neither supervise Contractor employees nor control the method by which the Contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for, individual Contractor employees. It shall be the responsibility of the Contractor to manage its employees and to guard against any actions that are of the nature of or give the perception of personal services. If the Contractor feels that any actions constitute, or are perceived to constitute personal services, it shall be the Contractor’s responsibility to notify the Contracting Officers (CO) immediately. These services shall not be used to perform work of a policy/decision making or management nature, i.e., inherently

Governmental functions. All decisions relative to programs supported by the Contractor shall be the sole responsibility of the Government.

5.2. Business Relations

The Contractor shall successfully integrate and coordinate all activity needed to execute the requirement. The Contractor shall manage the timeliness, completeness, and quality of problem identification. The Contractor shall provide corrective action plans, proposal submittals, timely identification of issues, and effective management of subcontractors. The Contractor shall seek to ensure customer satisfaction and professional and ethical behavior of all Contractor personnel.

5.3. Contract Management and Administration

The following subsections specify requirements for contract, management, and personnel administration.

5.3.1. Contract Management

The Contractor shall have a single point of contact between the Government and Contractor personnel assigned to support the contract. The Contractor shall provide a Contract Manager

(CM) who shall be responsible for staffing of key personnel for this contract. The CM shall have full authority to act on behalf of the Contractor on all contract matters relating to the daily execution of this contract. The Contractor shall provide current contact information of the CM to the CO for the life of the contract. When any changes to key personnel are required, the

Contractor shall provide justification in writing to the CO for approval at a minimum of two weeks prior to implementing the proposed change. Replacement personnel must have same qualifications or higher.

5.3.1.1. The CM shall establish and provide a qualified workforce capable of performing the required tasks. The CM will verify and validate degrees, certifications, and other special qualifications on each individual. The CM shall match personnel skills to the work or task.

5.3.1.2. The Contractor shall have a recruitment, training, and retention program that attracts and retains qualified individuals. A stable workforce is critical to successful performance of this mission.

5.3.1.3. The Contractor shall at all times maintain an adequate work force to ensure uninterrupted performance of service. The Contractor shall take necessary action to recruit for and fill vacancies within 10 business days. Positions that have been vacant for 5 or more days shall be reported to the CO with a plan of action to correct the situation. The Contractor shall provide courtesy copies of resumes for potential recruits to the COR for review.

5.3.1.4. The CM shall be responsible in supervising the techniques used in their employee’s work, and for keeping them informed of all improvements, changes, and methods of operations.

The CM shall use key performance parameters to monitor work performance, measure results;

and ensure delivery of contracted product, deliverables and services. The CM shall identifyrisks, resolve problems, and verify effectiveness of corrective actions. The CM shall institute and maintain a process that ensures problems and action items discussed with the Government are tracked through resolution and shall provide timely status reporting. Results of Contractor actions taken to improve performance shall be tracked and lessons learned incorporated into applicable processes. The CM shall establish and maintain a documented set of disciplined, mature, and continuously improving processes for administering all contract efforts with an emphasis on cost-efficiency, schedule, performance, responsiveness, and consistently high-quality delivery of specified services.

5.3.2. Contract Administration

The Contractor shall establish processes and assign appropriate resources to effectively administer the requirement. The Contractor shall submit reports, documentation and all deliverables as identified throughout this PWS. Requests for such reports and documentation and responses shall be coordinated through the Government Contracting Officer Representative

(COR). The Contractor shall respond to Government requests for contractual actions in a timely fashion as dictated by the CO or the COR. The Contractor shall assign work effort and maintaining proper and accurate time keeping records of personnel assigned to work on the requirement.

5.3.3. Personnel Administration

The contractor shall provide the following management and support as required. The contractor shall provide for employees during designated Government non-work days or other periods where Government offices are closed due to weather or security conditions. The contractor shall maintain the currency of their employees by providing initial and refresher training as required to meet the PWS requirements. The Contractor shall make necessary travel arrangements for employees. The contractor shall provide necessary infrastructure to support contract tasks. The contractor shall provide administrative support to employees in a timely fashion (time keeping, leave processing, pay, emergency needs, etc.).

5.3.4. Contractor’s Employees

The Contractor’s employees shall be able to interact tactfully with a wide range of military and civilian installation personnel while ensuring customer-service based tasks are executed using professional and effective communication skills. The Contractor is encouraged and expected to use innovative approaches to efficiently and effectively accomplish PWS requirements in a timely manner, at reduced costs and in a way that fosters pride and ownership in the work performed.

5.3.4.1. The Contractor personnel shall be fluent in the English language and have the ability to read, write, and comprehend technical documentation and be capable of responding and performing the various functions under Section 2 & 3, of the PWS. The Contractor’s employees shall have the appropriate combinations of education, certification, training, clearances and valid driver license. The Contractor shall provide copies proof education upon request by the CO.

5.3.4.2. As a minimum, the Contractor shall provide qualified personnel with the appropriate skills (1) to access navigate and/or manipulate the following systems for software applications and/or web-based services; (2) to communicate with and or brief a variety of government, military (and dependents) personnel of various ranks; and (3) to perform empirical type studies and or analysis as listed below.

Use:

o Virtual/web-based training platforms o Social media o Microsoft Word o Microsoft Excel o Microsoft PowerPoint o Adobe Acrobat o Microsoft Outlook o Procurement Integrated Enterprise Environment (PIEE)

Communicate:

o Prepare analyses and reports to validate programming needs o Identify the specific objectives and desired outcomes of briefings o Explore strategies to achieve end-results o Develop materials to promote progress toward objectives/outcomes, including program planning documents and support for resolving planning issues

5.3.4.3. The Contractor shall provide employees that have the following education and experience for the following services;

• Contract Manager; the employee shall have a minimum of two years’ experience managing, coordinating or supervising the delivery of non-clinical, educational social services programs and services.

• For the personal and work life skills, employment, relocation, EFMP and transition consulting and educating programs; the Contractors employees shall possess a bachelor’s degree in a social science or related behavioral science field, a combination of social science education and equivalent experience to a bachelor’s degree, or four years equivalent experience.

• Financial counseling and educating programs; the Contractor’s employee shall possess a bachelor’s degree from an accredited college or a combination of education and experience equivalent to a bachelor’s which equips the incumbent to serve as a personal financial management counselor and maintain or obtain national certification as an Accredited Financial Counselor as outlined in DoD Instruction 1342.22, Section 3. d.(6)

(a) & (b) within one year of hire. A minimum of one (1) financial service provider must, upon reporting to M&FR possess a current Association for Financial Counseling and Planning Education (AFCPE) Certification. If a certified financial counselor is not available, the contractor will ensure one (1) provider will obtain the required certification within one year of hire. If the Contractor's employee fails to obtain the required certification within one (1) year of their employment start date, the Contractor shall be obligated to terminate and replace said employee with another who can obtain the required certification.

• IT hardware/application support services; the Contractor’s employees shall possess at a minimum CompTIA A+ certification. The Contractor’s employees shall be proficient in:

Software Troubleshooting, network infrastructure, computer imaging, network printer installation, SharePoint troubleshooting, Wi-Fi network connectivity, mapping drives, Microsoft Office Suite, Adobe, macromedia Flash, XHTML, and CSS.

5.3.4.4. The Contractor’s employees assigned as Ombudsman Program Coordinator (OPC) and the Command Financial Specialist (CFS), shall be appointed and certified in accordance with

OPNAVINST 1750.1G (OPC) and OPNAVINST 1740.5C (CFS) for the life of the contract. If the Contractor’s employee doesn’t already have the certifications, the government will provide the training for a minimum of one contractor employee for the OPC functions and one for the

CFS functions (Note: The total number of contractor employees attending this training is contingent upon available government resources and COR approval.).

5.3.4.5 The contractor shall comply with FAR 31.205-46, Travel Costs, for all travel relating to the contract and shall maintain specific documentation to support claimed travel costs in accordance with FAR 31.205-46 (a)(7). The Government’s allowable per diem expenses are published in the

Joint Travel Regulations (JTR). Where the travel dates are not specified at the time of award, the contractor shall propose the “not to exceed” amount cited in the Services and Price Schedule in

Section B and shall receive written approval from the COR prior to arranging any travel relating to the contract. When invoicing for travel costs, the contractor shall provide supporting documentation to the CO and COR in accordance with FAR 31.205-46 (a) (7) and shall tabulate all claimed expenses.

All travel shall be scheduled at least two weeks in advance whenever possible to maximize savings to the Government through receiving the best travel rates available. Emergency requirements shall be defined and approved by the CO. The contractor is required to ensure good stewardship of travel funds, and shall seek rates lower than Per Diem whenever possible. The contractor shall make every effort to locate the airport that will provide the lowest cost of air travel possible. The CO may require a cost benefit analysis to support any travel, as deemed necessary. Travel shall be at the allowable per diem rate. Travel charges over and above per diem without proper approval, shall be at the expense of the contractor. After travel is incurred, documentation/receipts shall be sent to the

CO and COR (with the invoice submittals). NO PAYMENT WILL BE MADE WITHOUT

DOCUMENTATION/RECEIPTS.

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5.3.4.6 Contractors may be reimbursed for pre-approved local travel up to the overall travel/training CLIN limit for official travel to commands from the M&FR-WS office to the required training and return to M&FR-WS office.

5.3.5. Contractor Employee Identification/Conduct/Removal

All contract personnel attending meetings, answering Government telephones, and/or working on the contract are required to identify themselves as contractor employees to avoid creating an impression in the minds of members of the public that they are Government officials. The

Contractor shall also ensure that all documents or reports produced by contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

5.3.5.1. The Contractor shall provide name tags for contractor personnel identifying them as contractor personnel providing services at government facilities. The Contractor personnel shall wear this name tag in a visible area at all times during performance of this contract.

5.3.5.2 The contractor’s employees shall observe and comply with all applicable departmental and agency regulations, policies and procedures (e.g., fire, safety, sanitation, environmental protection and security). The contractor shall ensure that all contractor employees present a professional appearance at all times, and that their conduct does not reflect discredit on the customer, the United States or the Department of Air Force.

5.3.5.3 The Government may, at its sole discretion, direct the contractor to remove any contractor employee from Government facilities or performance under contracts/Task Orders for misconduct or security reasons. Such removal does not relieve the contractor of the responsibility to provide sufficient qualified personnel for adequate and timely service. The Contracting Officer will provide the contractor with an immediate written rationale for removal of the employee.

5.4. Subcontract Management

The Contractor shall be responsible for any subcontract management necessary to integrate work performed on this requirement and shall be responsible and accountable for subcontractor performance on this requirement. The prime Contractor will manage work distribution to ensure there are no Organizational Conflict of Interest (OCI) considerations. Contractors may add subcontractors to their team after notification to the CO and the COR.

5.5. Contractor Full-Time Equivalent Reporting

The Contractor shall provide an annual count of the Contractor’s personnel performing work for all DoD requiring activity that use U.S. Government appropriated funds and is the equal to or greater than the Simplified Acquisition Threshold (SAT) [currently $250,000.00].

The Contractor shall report all Contractors’ labor hours, including subcontractor’s labor hours, required for performance of the services provided under the contract on SAM.gov.

Contractors have the inherent responsibility to track personnel on contract; therefore, the

Government does not expect additional costs associated with this requirement.

The Contractor shall report ALL Contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract via a secure data collection site. The Contractor is required to completely fill in all required data fields at SAM.gov

Reporting inputs will be for the labor executed during the period of performance for each

Government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October of each calendar year. Contractors may direct questions to the help desk.

DRAFT

The effective date of this requirement is the date of contract award. The Contractor shall not implement this action if it believes additional costs will be incurred as a result. In that case, the

Contractor shall notify the Government prior to the stated effective date that additional costs will be incurred as well as submit an estimate of the additional costs and await further direction from the Contracting Officer.

1. *Reporting Period: Contractors are required to input data by 31 October of each year.

2. Uses and Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and Contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the Contractor name and contract number associated with the data.

5.6. Period/Place of Performance/Hours of Operations

5.6.1. Period of Performance

The period of performance shall be for a Base Period of seven (7) months beginning Sep, and four

(4) twelve (12) month option periods beginning in April. The Government reserves the right to extend the term of the contract at the prices/ceilings set forth in this contract in accordance with the terms and conditions in accordance with FAR 52.217-9 entitled, “Option to Extend the Term of the Contact” and FAR 52.217-8 “Option to Extend Services.”

5.6.2. Place of Performance

The work environment will consist of classroom/office and virtual environments. Work shall be performed primary at the following locations;

Military & Family Readiness Center –

Weapons Station (WS)

1005 Jefferson Ave.

Bldg. 755

Goose Creek SC 29445

Military & Family Readiness Center –

Air Base (AB)

104 E. Simpson St.

Bldg. 500

Joint Base Charleston, SC 2940

5.6.3. Hours of Operation.

The core hours are 7:30am – 4:30pm, Monday thru Friday except Federal holidays or when the

Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The Contractor is not required to perform services on Federal Holidays. A list of all Federal holidays can be found at http://www.opm.gov/operating_status_schedules/Fedhol/index.asp.

5.6.3.1. There may be situations that require the Contractor to work adjusted times other than normal working hours. The Contractor will be provided advance notice when the adjusted times will be required.

http://www.opm.gov/operating_status_schedules/Fedhol/index.asp

5.7. Performance of Service during Crisis or Heightened Security

This service is not determined to be essential for performance during crisis in accordance with

DFARS 237.7602(a), The Continuation of Essential Contractor Services. Due to this, the work scheduled may be interrupted due to weather, exercises, security, or actual real world alerts. In these cases, the work schedule will recommence as soon as possible after reopening of the facility/base. The contract price and delivery schedule shall be adjusted to reflect the actual services performed.

Contractors on this contract may be authorized to situationally telework during declared national emergencies, upon the concurrence of the Contracting Officer's Representative

(COR) or when the COR deems necessary. Teleworking is within the discretion of the COR whether it is reasonable and appropriate on a case-by-case basis given mission requirements, and to end teleworking when the COR deems it necessary. The government will not provide additional funds, facilities, equipment, or supplies to accommodate telework.

5.8. Surge Requirements

Surge requirements include greater than expected requirements/workload for existing services within the scope of the contract. Normally, surge requirements will take place during a real world emergency that effected the installation that required evacuation of the base except for mission essential personnel. Upon receipt of the “All Clear” for non-essential to return to normal operations, there may be a short duration, of up to two weeks that may require 24 hours operations to support Emergency Case Management Support service to military and eligible family members. See sections 2.4 & 2.5 for specific requirements. Surge requirements shall be accomplished when determined by the requirements owner.

6. Base Access

A Common Access Card (CAC) is mandatory for all contractor employees to gain access to the base.

The contractor shall ensure all employees driving on base have a valid Vehicle registration, proof of insurance and a valid driver’s license.

6.1. Contractor Personnel. The contractor shall be responsible for the supervision, performance, and conduct of their employees while on the installation performing under this contract. The contractor shall be responsible for selecting personnel who are well qualified to perform the required services, for supervising techniques used in their work, and for keeping them informed of all improvements, changes, and methods of operations. The contractor shall not employ persons for work on this contract, if such employees are identified to the contractor by the CO, as a potential threat to health safety, security, general well-being, or operational mission of the installation and its population.

6.2. Contractor Point of Contact. The contractor shall identify to the CO and COR, the individual who will be the point of contact to support this service on behalf of the contractor. The contractor shall ensure that employees possess certifications or licenses required to perform the services. Contractor personnel shall present a neat appearance and be easily recognized. This may be accomplished by wearing distinctive clothing bearing the name of the company or by wearing appropriate badges that contain the company and employee name.

6.3. Common Access Card (CAC)

Contractor and all employees requiring entry/access to the installations/locations cited in the contract shall be governed by the requirements of this clause. The below requirements and procedures are prerequisites to the issuance of a CAC, mandatory for all employees. The Contractor shall ensure that all employees provide the following information to the contract Trusted Agent (TA) and follow procedures described below: Last name, First name, Middle name, Cadency name (Jr, SR, I, II, etc.), Social Security Number and Date of Birth.

After the Trusted Agent (TA) creates the Contractor Verification System (CVS) application, the contractor has seven days to login to the CVS website and begin the application process. The TA shall provide the CVS website link, user ID and temporary Password information to the contractor directly.

The contractor shall complete the application within 30 days.

Ensure the save button is used if he/she exits the application. No changes can be made to the application after submission.

The TA shall review the application within 30 days and submit for approval.

The contractor has 15 days to have the CAC issued.

Contractors who fail to meet CVS authorization requirements shall be terminated and their CACs shall be retrieved and turned into the TA. As required by Air Force TASS Standard Operating Procedure, those individuals no longer associated on a contract, are required to turn in their CAC to their TA or the

COR.

Applicants entered through TASS must be re-verified every 180 days to remain compliant.

6.4. Vehicle Entry Access Gates

All contractors requiring access to the installation requires a criminal history check and fingerprinting prior to accessing the installation. The following items are required by all employee’s requiring access to the installation:

1. A correctly completed copy of The Contractor Security Worksheet (Prime Contractor must request the most recent version from the Contracting Officer Representative (COR) or

Contract Specialist.

2. A copy of the Driver's License or State ID both front and back. Note: Drivers Licenses that say they are Not for Federal Use, Federal Purpose, or Federal Identification will NOT be accepted. Another form of Picture Identification must be provided in accordance with the

“Real ID TRI-Fold.”

3. Contractors who are non-US citizens must also submit an INS Form I-9.

The Contractor Security Worksheet only must be submitted via email to the…