Draft PWS- Office Assistant.pdf

Performance Work Statement (PWS) Office Assistant

Airman and Family Readiness Flight Kirtland Air Force Base

21 May 2020

1. DESCRIPTION OF SERVICES. The contractor shall perform customer and basic office support services as the Office Assistant, for the Airman and Family Readiness Flight (A&FRF) located at Kirtland AFB, NM.

2. SCOPE OF WORK. The contractor shall provide direct and indirect assistance to commanders, military personnel and their families, and DoD civilian employees. The contractor shall provide information and referral services in support of the A&FRF programs, resources, and projects available for qualified individuals. The contractor shall also provide customer support, computer support, and records management, and administrative support to the A&FRF.

2.1. Customer Support

2.1.1. The contractor shall, as a customer service representative, provide prompt and accurate guidance and assistance to individuals requesting information in person, via e-mail or by telephone at the A&FRF.

2.1.2. The contractor greets walk-in clients and provides requested information or referral to appropriate resource, and also schedules individuals for classes or appointments.

2.1.3. The contractor receives and answers telephone inquiries and refers callers to the appropriate staff or provides callers with requested information.

2.1.4. The contractor assists customers, using provided manuals or guidance for proper use of available resources such as, computers, printers, fax machines, and any other available staff resources.

2.1.5. The contractor will be trained by a Government representative from the A&FRF on how to promptly identify user requests or problems. After the contractor has received training, any unresolved situations shall be brought to the attention of the appropriate Government representative of the A&FRF to determine the best possible solution.

2.1.6. The contractor provides assistance to customers by checking-in/-out household items from the Loan Locker, using the appropriate inventory forms and procedures.

2.1.7. The contractor assists other agencies in reserving Room 120, located in the

Consolidated Support Facility, Building 20245.

2.1.8. The contractor assists customers by issuing Agent Passes in accordance with

(IAW) KAFBI 34-3002.

2.2. Computer Support

2.2.1. The contractor shall be familiar with the Microsoft Office Suite for e-mail, correspondence, development of slide presentations and spreadsheets, and management of monthly calendars.

2.2.2. The contractor shall assist in updating and revising the A&FRF web pages, Facebook and other medium as it becomes available.

2.3. Records and Administrative Support

2.3.1. The contractor shall perform a wide variety of record keeping and reporting of the organization’s program, functions, and projects IAW AFI-33-322, Records Management Program.

2.3.2. IAW AFI-33-322, Records Management Program, the contractor shall maintain records generated by A&FRF. The contractor shall assist A&FRF staff in coordinating record keeping actions with the Base Records Manager

2.3.3. The contractor, when handling, collecting, maintaining, using, accessing, amending, or disseminating personal information in a system of records, shall be protected IAW AFI 33-332, Privacy Act Program.

2.3.4. The contractor shall manage all records created for the Government IAW AFI 33-

364, Records Disposition Procedures and Responsibilities.

2.3.5. The contractor shall provide reports on customer usage within three work days after each fiscal year quarter to the appropriate Government official with the A&FRF.

2.3.6. The contractor shall ensure that all customers sign in and complete the customer disclosure sheet upon entering into the A&FRF. The contractor shall provide this sheet to the Community Readiness Consultant.

3. GUIDELINES

3.1. The Contractor shall be well acquainted within the first month of performance and follow the list of instructions below:

DoDI 1100.22 Policy and Procedures for Determining Workforce Mix AFI 33-322, Records Management Program AFI 33-364, Records Disposition Procedures and Responsibilities AFI 33-332, Privacy Act Program AFI 31-501, Personnel Security Program Management AFI 33-200, Information Assurance Management AFI 33-115, Licensing Network Users and Certifying Network Professionals AFI 36-3009, Airman & Family Readiness Centers AFI 91-301, Air Force Occupational Safety, Fire Prevention, and Health Program All Airman and Family Readiness Center Operating Instructions

KAFB INSTRUCTION 36-3026

3.2. The Government will provide access to government on line training for contractor access to Government computers and/or equipment.

3.3. The contractor will be required to take the following training annually:

DoD Information Assurance Awareness Force Protection Human Relations Information Protection Operations Security (OPSEC)

4. GENERAL REQURIEMENTS

4.1. Duty Hours. The duty hours are Monday through Friday, 7:15 a.m. to 4:00 p.m., excluding federal holidays and Down Days.

4.2. Federal Holidays. The following federal holidays are observed:

New Year’s Day 1 January Marin Luther King’s Birthday Third Monday in January Washington’s Birthday Third Monday in February Memorial Day Last Monday in May Independence Day 4 July Labor Day First Monday in September Columbus Day Second Monday in October Veteran’s Day 11 November Thanksgiving Day Fourth Thursday in November Christmas Day 25 December

4.3. Down Days. The contractor is not required to provide service on Air Force Global Strike

(AFGSC) Command Down Days. Down Days vary from year to year, and will be communicated to the contractor.

4.4. Base Support. The Government shall provide the facilities, equipment and materials (desk, chair, phone, computer, printer, monitor, office supplies) necessary to perform work under this contract IAW AFI 23-111.

4.5. Security Requirements and Base Access. The Contractor shall ensure that pass and identification items required for contract performance are obtained for employees and nongovernment owned vehicles in accordance with applicable contract clauses. The Contractor(s) must also provide current driver’s license, vehicle registration, and auto insurance for obtaining base access. The Contractor must also meet all necessary requirements for gaining base computer network access and must complete periodic training as required.

4.6. Safety. The OA shall perform work in a safe manner as required by OSHA safety and health requirements. The OA shall operate all government equipment in a safe manner at all times.

4.7. Contractor Personnel. Contractor personnel shall present a neat and clean appearance and be easily recognized as contractor employee(s). Contractor personnel shall present a professional atmosphere at all times while on KAFB.

4.8. Contract Manager. The Contractor shall provide a contract manager who will be responsible for the performance of the work. The name of this person and the alternate(s), who will act for the Contractor when the contract manager is absent, shall be designated in writing to the contracting officer. The contract manager or alternate(s) shall be available during normal Government duty hours. When contract issues arise, the contract manager or alternate(s) shall be available within 24 hours to meet with Government personnel at KAFB.

4.9. Contract Manpower Reporting. The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Data Entry Clerk via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil/. Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year.

4.10. Continuation Of Essential Services. IAW DoDI 1100.22 (Policy and Procedures for Determining Workforce Mix), and any applicable Air Force implementation, unless otherwise directed by an authorized Government representative, it is determined that all services and procedures identified in this PWS are not mission essential during a crisis.