PWS - Fam Spt Ctr- 16Mar11.docx

PERFORMANCE WORK STATEMENT

FOR

628 FSS

ADMINISTRATIVE

SUPPORT

SERVICES

JOINT BASE CHARLESTON, SC

02 March 2011

1. DESCRIPTION OF SERVICES:

The purpose of this contract is to provide services for multiple organizations throughout Joint Base Charleston (JB CHS). As a result of the 2005 Base Realignment and Closure (BRAC) Commission, two (2) military bases consisting of Charleston Air Force Base (CAFB) and the Naval Weapon Station (NWS) are consolidated into one (1) base thereby named as Joint Base Charleston. The former Charleston Air Force Base proper is now referred to as Joint Base Charleston-Air (JB CHS Air) and the former Naval Weapons Station herein is referred to as Joint Base Charleston-Weapons Station (JB CHS Weapons Station). The Contractor shall coordinate, manage and provide day-to-day client services to include:

· Life Skills Education

· Employment Counseling

· Financial Education

· Financial Counseling

· Administrative Assistance

· IT Hardware/Application/Admin Support

· Loan Locker/Airman’s Attic Support

· Education Advising

· Test Examination

The Force Support Squadron serves eligible military members and their families. The Contractor shall ensure that emphasis on the experiences associated with deployment, mobile lifestyles and other contingencies of military service is an integral part of all programming. As new program requirements emerge and priorities change over time, the Contractor must be flexible in adjusting service delivery methods and employ new approaches and technologies to meet changing needs while staying within the pricing specified in this contract. The Contractor shall ensure customer-service based tasks are executed using professional and effective communication skills.

1.1. Life Skills Education Support Joint Base Charleston: Weapons Station

Services will be provided on Joint Base Charleston-Weapons Station; however, the contractor may be required to provide services at Naval Hospital Beaufort, S.C., and/or Naval Reserve Units in Columbia and/or Greenville, S.C. The contractor is responsible for transportation to and from the service sites. This additional service may be required approximately 3-5 times annually.

1.1.1. Provide life skills education for military members and families in eight core content areas including: stress management, anger management, suicide prevention, deployment readiness, family readiness, new spouse orientation, communication skills and parenting. Other life skills workshops may be required due to changing situations, such as during war or crisis response.

1.1.2. Provide Operational Stress Control information during existing programs and services whenever feasible and practical. Provide Operational Stress control briefs/workshops using Government provided standardized curriculum.

1.1.3. Programs may be offered as single or multi-session classes/workshops. Coordinates all advertising and marketing for the Fleet and Family Support Center (FFSC).

1.1.4. Provide parenting classes tailored to specific developmental periods and in support of deployment, personal and family readiness.

1.1.5. Workshops/classes shall be offered at times and locations, to include after normal work hours, to best meet needs of customers. This will occasionally include out of the local area sites, such as: Naval Hospital Beaufort, S.C., and/or Naval Reserve Units in Columbia and/or Greenville, S.C., etc.

1.1.6. Develop an extensive variety of class materials for customers to enhance the learning experience.

1.1.7. Coordinate with other support programs such as Chaplains, Child and Youth, and Drug and Alcohol programs to ensure consistency in delivery of life skills programs and services.

1.1.8. Ensure that life skills education group programs and services are entered and counted in Air Force Family Integrated Result Statistical Tracking (AFFIRST), which is an Air Force requirement.

1.2. Employment Counseling Support Joint Base Charleston: Weapons Station Services will be provided on Joint Base Charleston-Weapons Station at the FFSC and at tenant commands in the Tri-county area. The contractor may be required to provide services at Naval Hospital Beaufort, S.C., and/or Naval Reserve Units in Columbia and/or Greenville, S.C. The contractor is responsible for transportation to and from the service sites. This service may be required approximately 3-5 times annually.

1.2.1. Coordinate, publicize and provide a wide variety of family employment readiness workshops (e.g., effective job search, interviewing and resume writing, etc.), with outreach into the community.

1.2.2. Provide individualized skills assessment, career counseling and coaching to family members seeking employment assistance.

1.2.3. Provide assistance to customers utilizing the FFSC Resource Center.

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

1.2.5. Ensure that briefs/workshops and individualized counseling and assistance in support of Family Employment Readiness are entered and counted in AFFIRST.

1.2.6. Provide Ombudsman Program coordination to include maintaining rosters, recruiting, basic and advanced training. Plan and coordinate all annual events for Ombudsman Program. Reports on all services as required. Contract shall maintain Ombudsman training currency. The Government shall provide the required training; however, the contractor is responsible to provide transportation to and from training location, per diem and billeting. This training is currently conducted in Jacksonville, FL and Norfolk, VA.

1.2.7. Provide Volunteer Program coordination to 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. Reports on all services as required.

1.3. Financial Education Support Joint Base Charleston: Weapons Station

A minimum of one (1) financial service provider must, upon reporting to FFSC, possess a current Association for Financial Counseling and Planning Education (AFCPE) Certification. All other financial service providers must obtain this certification within one (1) year of starting work on this contract. Services will be provided on Joint Base Charleston-Weapons Station; however, the contractor may be required to provide services to Naval Hospital Beaufort, S.C., and/or Naval Reserve Units in Columbia and/or Greenville, S.C., etc. The contractor is responsible for transportation to and from the service sites. This additional service may be required approximately 3-5 times annually. The contractor is responsible to ensure services are maintained at Joint Base Charleston-Weapons Station at all times during a regular work day.

1.3.1. Coordinate, publicize and provide a wide variety of Personal Financial Management classes/workshops, e.g., car buying, basic budgeting, managing credit, debt liquidation, consumer awareness, insurance, savings and investments, and retirement planning. Services, including workshops, briefs, classes, etc., will be provided on-site (FFSC) and to military and community organizations within the Tri-county area, along with local area tenant commands. Workshops/classes shall be offered at times and locations, to include after normal working hours, to best meet needs of customers.

1.3.2. Respond to requests for age-appropriate classes or seminars to youth and teens as part of on/off-base education services.

1.3.3. Conduct initial and refresher Command Financial Specialist (CFS) training.

1.3.4. Assist Command Financial Specialists in developing General Military Training (GMT) on topics relating to Personal Financial Management.

1.3.5. Ensure that all programs and services delivered in support of Personal Financial Management are entered and counted in AFFIRST, as required by the Air Force.

1.4 Financial Counseling Support Joint Base Charleston: Weapons Station

Financial service providers must obtain AFCPE certification within one (1) year of starting work on this contract. Services will be provided on Joint Base Charleston-Weapons Station; however, the contractor may be required to provide services to Naval Hospital Beaufort, S.C., and/or Naval Reserve Units in Columbia and/or Greenville, S.C., etc. The contractor is responsible for transportation to and from the service sites. This additional service may be required approximately 3-5 times annually.

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

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

1.4.3. Develop and make available informational financial materials to service members and families.

1.4.4. Plan, organize and develop new curriculum to be delivered by staff providing basic Personal Financial Management Education and Training per client request, when not otherwise available in standardized PFM curricula. Workshops/classes shall be offered at times and locations, to include after normal working hours, to best meet needs of customers.

1.4.5. Provide service and family members consumer information and assistance in handling consumer complaints.

1.4.6. Document individualized financial counseling services IAW the AFFIRST Users Guide.

1.4.7. Ensure that all individual services delivered in support of Personal Financial Management are entered and counted in AFFIRST.

1.5. Administrative Support

1.5.1. Administrative Support Joint Base Charleston: Weapons Station

1.5.1.1. Contractor shall answer incoming calls, answer routine, non-technical requests for information, and refer telephone callers and visitors to appropriate staff or office. Contractor shall use Air Force Family Integrated Result Statistical Tracking (AFFIRST) database system to input required data on customers and resources. Contractor is required to maintain customer confidentiality with regard to information contained in the AFFIRST System.

1.5.1.2. Contractor shall make, confirm and keep appointment calendar using current software and AFFIRST, to include program registration lists and classroom schedule for staff in accordance with locally established procedures.

1.5.1.3. Contractor shall provide courteous, professional customer service to FFSC customers with the utmost discretion.

1.5.1.4. Contractor shall be responsible for following established procedures for maintaining books and resources available at the front desk to include issuing service certificates, providing customers with forms required by various programs and assisting customers in filling out forms.

1.5.1.5. Contractor shall provide assistance to FFSC staff as required, including contacting program attendees (via telephone or e-mail) to confirm attendance prior to scheduled event.

1.5.1.6. Contractor shall 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.

1.5.1.7. Contractor assists with maintaining an administrative filing system in accordance with AFI 37-122 and locally established procedures.

1.5.1.8. Contractor shall collect and distribute mail and messages.

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

1.5.1.10. Contractor shall promote user awareness of the Resource Center, the FFSC and available resources through orientation tours.

1.5.1.11. Contractor shall display newly acquired materials and maintain job leads in an area designated by FFSC management, and change each week or as needed.

1.5.1.12. Contractor shall be accountable for materials. Responsible for checking in/out resource materials through AFFIRST or other designated method. Follow-up on materials not returned within the time frame established by FFSC management.

1.5.1.13. Out-process military personnel IAW established procedures, ensuring accountability of Resource Center resources.

1.5.1.14. Provide a variety of administrative support functions, e.g., finalizing official correspondence, preparing military messages, making travel arrangements, distributing mass mailings, managing files, taking messages for staff.

1.5.1.15. Ensure that information and referral services provided are entered and counted in AFFIRST.

1.5.1.16. Provide a variety of Crisis Response administrative support functions, e.g., preparing and finalizing official correspondence, data entry, attending and taking minutes at meetings, scheduling appointments, screening and directing potentially distraught and/or difficult callers or walk-in clients, managing files, maintaining referral and community resource directories.

1.5.1.17. Maintain current schedules of staff providing individual appointments and rosters of upcoming group programs for enrollment purposes.

1.5.1.18. 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.

1.5.1.19. Contractor shall gather standard FFSC client/staff usage data, compile data and complete standard report form. Contractor shall perform data entry using an automated tracking system to input routine data on customers and resources.

1.5.1.20. Contractor shall assist customers in logging in and out household goods items from the FFSC Loan Locker inventory. Contractor shall review Loan Locker forms to identify loan items that are past due and provide them to the CRC/T. Contractor shall assist with inventory of loan locker items semi-annually in January and July which requires simple counting.

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

1.5.1.22. Contractor shall inventory printed materials for workshop packets and print or order additional current materials from standard identified vendors, as needed, using Center procedures.

1.5.1.23. Contractor shall ensure continuous coverage throughout the day.

1.5.2. Administrative Support Joint Base Charleston: Air

1.5.2.1. Contractor shall answer incoming calls, answer routine, non-technical requests for information, and refer telephone callers and visitors to appropriate staff or office. Contractor shall use Air Force Family Integrated Result Statistical Tracking (AFFIRST) database system to input required data on customers and resources. The contractor shall ensure sensitive customer information is handled with the utmost discretion.

1.5.2.2. Contractor shall make, confirm and keep appointment calendar using Office Tracker software and AFFIRST, to include program registration lists and classroom schedule for staff in accordance with locally established procedures.

1.5.2.3. Contractor shall provide courteous, professional customer service to A&FRC customers.

1.5.2.4. Contractor shall ensure continuous coverage throughout the day.

1.5.2.5. Contractor shall be responsible for following established procedures for maintaining books and resources available at the front desk to include issuing service certificates, providing customers with forms required by various programs and assisting customers in filling out forms.

1.5.2.6. Contractor shall provide assistance to A&FRC staff as required, including contacting program attendees (via telephone or e-mail) to confirm attendance prior to scheduled event.

1.5.2.7. Contractor shall 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.

1.5.2.8. Contractor assists with maintaining an administrative filing system in accordance with AFI 37-122 and locally established procedures.

1.5.2.9. Contractor shall collect and distribute internal mail and messages.

1.5.2.10. Contractor shall perform a variety of basic clerical duties. Contractor shall respect and protect privacy act information with integrity and discretion.

1.5.2.11. Contractor shall promote user awareness of the Resource Room applications, the A&FRC and available resources through orientation tours.

1.5.2.12. Contractor shall display newly acquired materials in an area designated by the A&FRC management. The contractor shall ensure these items are current and/or updated weekly as needed.

1.5.2.13. Contractor shall be accountable for materials. Responsible for checking in/out resource materials through AFFIRST or other designated method. Follows-up on materials not returned within the time frame established by A&FRC management.

1.5.2.14. Contractor shall electronically out-process military personnel IAW established procedures, ensuring accountability of Resource Room resources.

1.6. IT Hardware/Application/Admin Support

1.6.1 IT Hardware/Application/Admin Support Joint Base Charleston: Weapons Station Contractor shall provide services to aid in the maintenance of the Center’s computers, to include advising on appropriate software and hardware needed by the FFSC, and generating appropriate forms for orders. Contractor shall also work with designated representative 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. When required, 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 Center. 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 FFSC/Joint Base Charleston web page/other online marketing.

1.6.1.1. Administer various computer systems. This shall include specialized graphics hardware and software as well as hardware and software associated with the FFSC.

1.6.1.2. 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.

1.6.1.3. Provide website development and maintenance, systems administration, systems analysis, troubleshooting and technical support to FFSC staff.

1.6.1.4. Train 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.

1.6.1.5. Ensure classroom functionality (Internet and equipment support).

1.6.1.6. Maintain direct service metrics for all staff for whom scheduling services are provided.

1.6.1.7. Perform database queries, compile and analyze data, identify trends and furnish statistical analyses and reports pertaining to FFSC service delivery.

1.6.1.8. Compile installation inputs to recurring reports required.

1.6.1.9. Establish procedures to ensure accurate and efficient collection and entry of data into AFFIRST, as well as other potential data bases used to gather installation and other data.

1.6.1.10. Input and monitor data collection and reporting functions in support of the FFSC support operations and procedures for the receiving, compiling, verifying, and editing of data received.

1.6.1.11. 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.

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

1.6.1.13. Update property inventory of government-owned equipment.

1.6.1.14. The contractor shall provide minor clerical services as requested.

1.6.1.15. The contractor should be capable of installing, upgrading, troubleshooting, and assisting staff or customers with the following programs:

Internet Explorer Dictionary of Occupation Titles (SCOIS)

1.6.1.16. Contractor shall provide courteous, professional customer service to Resource Center users.

1.6.1.17. Contractor shall ensure that adequate house cleaning and computer supply stocking is accomplished each day to keep the Resource Center in an orderly and functioning manner at all times.

1.6.1.18. Contractor shall out-process military personnel IAW established procedures, ensuring accountability of Resource Center resources.

1.6.1.19. Contractor shall provide information and referral to staff experts for clients seeking assistance with all FFSC services.

1.6.1.20. Contractor shall maintain reference library to include books, videos, CDs, websites, information, referral services and computer resources. Make recommendations for ordering additional or updated hardware and software. As a part of this, maintain a cataloging system for print and video materials.

1.6.1.21. Contractor shall monitor use of materials and make recommendations when necessary for acquisition of additional materials or safeguarding of any stock.

1.6.1.22. Contractor shall be accountable for materials. Responsible for checking in/out resource materials through AFFIRST or other designated method. Follow-up on materials not returned within the time frame established by FFSC management. Inventory all materials quarterly no later than the last working day of the last month of the quarter. Report loss or damage of materials to FFSC management NLT the next duty day.

1.6.1.23. Contractor shall promote user awareness of the Resource Center itself, the FFSC and available resources through orientation tours.

1.6.1.24. Contractor shall provide assistance to users of the Resource Center, assisting in the operation of computer-based programs, as specified in requirements below, and other programs available in the Resource Center. Contractor shall contact the internet service provider for assistance when encountering any disruption of Internet service. Keep the designated FFSC work assigner informed on the status of problem until it is resolved.

1.6.1.25. Contractor assists with maintaining an administrative filing system in accordance with AFI 37-122 and locally established procedures.

1.6.2. IT Hardware/Application/Admin Support Joint Base Charleston: Air

1.6.2.1. Contractor shall provide services to aid in the maintenance of the Center’s computers, to include advising on appropriate software and hardware needed by the A&FRC, and generating appropriate forms for orders. Contractor shall also work with the A&FRC NCOIC 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. When required, contractor shall assist users (staff and clients) with any computer-related problems. Establish and maintain an inventory of all software and peripherals. Assists assigned facility Work Group Manager (WGM) or NCOIC with establishing and maintaining a written 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 A&FRC web page.

1.6.2.2. Contractor shall provide assistance to users of the Resource Center, assisting in the operation of computer-based programs, as specified in requirements below, and other programs available in the Resource Room. Contractor shall contact the A&FRC WGM/NCOIC for assistance when encountering hardware/software problems, and keep the designated A&FRC representative informed on the status of problem until it is resolved.

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

1.6.2.4. Contractor shall provide courteous, professional customer service to Resource Room users.

1.6.2.5. 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 A&FRC NCOIC.

1.6.2.6. Contractor shall promote user awareness of the Resource Room applications, the A&FRC and available resources through orientation tours.

1.6.2.7. Train staff in the use of all computer software programs, support equipment, and any other computer-related equipment. Serve as the resident “impromptu” instructor for all computer-related needs. Works with individual staff members to assist in the development of software or hardware applications for program materials for presentations.

1.6.2.8. Contractor shall maintain reference library to include books, videos, CDs, websites, information, referral services and computer resources. Check in and catalog new materials into AFFIRST within one week of receipt, develop lists of all resources, and make recommendations for ordering additional or updated resources. As a part of this, maintain a cataloging system for print and video materials, and be able to assist clients in locating and selecting appropriate resource materials based on their needs.

1.6.2.9. Contractor shall monitor use of materials and make recommendations when necessary for acquisition of additional materials or safeguarding of any stock.

1.6.2.10. Contractor shall be accountable for materials. Responsible for checking in/out resource materials through AFFIRST or other designated method. Follows-up on materials not returned within the time frame established by A&FRC management. Inventory all materials quarterly no later than the last working day of the last month of the quarter. Report loss or damage of materials to the A&FRC management NLT the next duty day.

1.6.2.11. Assists WGM/NCOIC with coordinating LAN and any other required support with the Communication Squadron.

1.6.2.12. Contractor shall ensure that adequate house cleaning and computer supply stocking is accomplished each day to keep the Resource Room in an orderly and functioning manner at all times.

1.6.2.13. Contractor shall provide information and referral to resources and staff experts for clients seeking assistance with services such as financial, parenting, relationship problems, transition, careers, volunteerism, relocation information, and all other A&FRC services.

1.6.2.14. The contractor should be capable of installing, upgrading, troubleshooting, and assisting staff or customers with the following programs:

Internet Explorer

1.6.2.15. Contractor shall electronically out-process military personnel IAW established procedures, ensuring accountability of Resource Room resources.

1.6.2.16. Contractor may also be required to attend A&FRC seminars and workshops to learn more about the services offered by the Flight, and to evaluate and make recommendations on how to better support those services through enhanced computer hardware or software presentations.

1.7. Loan Locker/Airman’s Attic Support Joint Base Charleston: Air

1.7.1. Contractor shall provide courteous, prompt customer service, acting with discretion to avoid privacy disclosure.

1.7.2. Contractor shall answer incoming calls and provide basic information or refer non-routine telephone callers and visitors to the appropriate staff member. Contractor shall enter standard data into an automated database system.

1.7.3. Contractor shall log in donated items and log out items from the Airman’s Attic and Emergency Food Pantry. This requires completing simple forms based on established procedures. Contractor shall file completed forms in alphabetical file.

1.7.4. Contractor shall assist customers in logging in and out household goods items from the Family Services’ Lending Closet. Forms used require simple, repetitive entries. Forms are filed in alphabetical order. Contractor shall review Lending Closet forms to identify loan items that are past due and provide them to the CRC/R. Contractor shall assist with inventory of loan closet items semi-annually in January and July which requires simple counting.

1.7.5. Contractor shall assist customers with standard informational items on the display rack and ensure that the display rack is re-stocked with standard items

1.7.6. Contractor shall inventory printed materials for workshop packets and print or order additional materials from standard identified vendors as needed.

1.7.7. Contractor shall assist lead staff member with scheduling of volunteers and provide basic procedural guidance to volunteers as outlined in the volunteer guidebook.

1.7.8. Contractor shall track volunteer hours and enter hours in database and print monthly and annual volunteer reports.

1.7.9. Contractor shall gather standard Family Services usage data, compile data and complete standard report form. Contractor shall perform data entry using an automated tracking system to input routine data on customers and resources.

1.8. Education Counseling Services Joint Base Charleston: Air

1.8. 1. Advise military personnel on all programs available through voluntary off-duty education, the Community College of the Air Force (CCAF), Defense Activity for Non-Traditional Education Support (DANTES), Air University, officer accession programs and other educational support programs as required. Keep education personnel current on all program and catalog changes and advise affected students promptly.

1.8.2. Advise military personnel of Professional Military Education (SNCOA, SOS, AFIT, ACSC, AWC) programs available for enlisted personnel and officers by correspondence, in residence or seminar format and assist them in registering for appropriate programs.

1.8.3. Provide information and required forms to prospective applicants of specialized AF programs to include (but not necessarily limited to): AFELA, AECP, LEAD, SOAR, ASCP, and OTS. Perform preliminary check for accuracy and completion of application package. Assist applicants with determination of their grade point average (GPA) requirement according to specific program guidelines. Refer applicants to education counselor for final check of package prior to mailing.

1.8.4. Provide information regarding Air Force tuition assistance, VA education benefits, federal financial assistance programs, local scholarships, and Air Force Aid Society grants to all eligible personnel. Assist students with completion of all applicable forms/applications. Process AF TA forms via the AFAEMS software program.

1.8.5. Refer students to the appropriate academic institution representative for registration and enrollment in courses or programs that pertain to their education goals.

1.8.6. Advise students of DANTES tests that are applicable to their programs of study. Administer and interpret pre-tests and non-timed interest and placement tests as appropriate to the individual counseling process.

1.8.7. Accept official transcripts from academic institutions and update enlisted education levels in AFAEMS.

1.8.8. Conduct follow-up activities (phone calls, mail-outs, emails) to ensure individual student educational objectives are being met.

1.8.9. Prepare all necessary correspondence and forms. Maintain related records and logs required to support all aspects of job tasks. Also maintains statistical data as required by the Supervisor, Education Element and assist with reports and other administrative tasks as requested.

1.8.10. Assist with planning and executing annual CCAF graduation ceremonies. Provide weekly updates via email up to the day of the ceremony. Perform administrative follow-up including thank you letters and an after-action report.

1.8.11. Use the AFAEMS to maintain individual student records. Government shall provide training for this system.

1.8.12. Assist with walk-in, phone and email customers as needed.

1.8.13. Assist with updating AF Portal, AF Virtual Education Center page as needed.

1.8.14. Assist with accounting spreadsheet entries, online TA approval and deferments, metrics, publicity materials, survey collection and compilation, filing and other program-related administrative work as needed.

1.9. Test Examination Services Joint Base Charleston: Air

1.9.1. Tests shall be administered in accordance with instructions provided in testing handbooks, test examiner guides, and TCO/ATCO instructions to ensure no possibility of test compromise.

1.9.2. The Test Administrator is responsible for administering the following categories of tests to eligible military and civilian personnel and their dependents as authorized by DANTES, Air University, AMC and local regulations (NOTE: additional tests may be added as needed):

1.9. 2.1. All DANTES-approved examinations (to include but not be limited to): college entrance exams (ACT, SAT, MAT); tests for college credit (CLEP, DSST); professional certification exams (PRAXIS, ASE).

1.9. 2.2. All AF Air University end of course (EOC) tests including Career Development Courses and non-resident professional military education.

1.9.2.3. Any tests specifically required by an education institution for admission or for course enrollment, including placement tests.

1.9.2. 4. Tests requested to be administered by eligible personnel, such as correspondence course and qualification/certification exams.

1.9.2.5. Other tests used in local advisement or guidance programs, to include career assessment and interest inventories, as requested by the Education and Training Section Chief.

1.9.3. Check room prior to testing to ensure proper spacing between desks and that adequate lighting, heat, and air exist. Ensure testing office and testing room are kept in a condition conducive to good test performance, and that an adequate circulation of fresh air is available.

1.9.4. Withdraw all scheduled test exams from safe prior to start of each test session.

1.9.5. Require all examinees to present official picture identification before allowing them to test.

1.9.6. Check test materials for marks/missing pages before issuing them to students.

1.9.7. Maintain official log for all tests, showing the individual’s name, the test title and the start and stop times for all test intervals. Ensure each examinee signs this log prior to departure.

1.9.8. Instruct all examinees at the beginning of each session as follows:

1.9.8.1. To read carefully and follow instructions exactly as they are printed in the test booklet.

1.9.8.2. To adhere to any prescribed time limits. The contractor shall ensure that all timing limits are adhered to and the examinee is aware of the time requirements for each test.

1.9.9. Review each answer sheet as it is submitted by the examinee to ensure proper completion.

1.9.10. Check each reusable answer booklet as it is returned for marks and erase them completely. Check all booklets for missing pages and enter the time they are returned in the test log.

1.9.11. Complete safe and test office security forms at close of each test session. Ensure no money, supplies, forms, envelopes, inventories, brochures or booklets are stored in the safe.

1.9.12. Lock the safes and testing office doors and windows before leaving the testing office.

1.9.13. Prepare completed answer sheets, tests, checks/money orders, and any unused tests that may need to be returned, for mailing to the various testing agencies, according to the instructions for each type of test. All documents required for mailing shall be fully completed by the contractor, except for the TCO/ATCO signature, prior to final check and sealing by the TCO/ATCO.

1.9.14. Inform TCO/ATCO immediately of any irregularities, which may represent the potential for a test compromise or complaint from a testing candidate.

1.9.15. Check examinations upon receipt and enter required information in AFAEMS inventory module, ensuring that entries are made no later than the first duty day after tests are received. Update DANTES inventory sheets monthly via computer or by typing a new one.

1.9.16. Inventory contents of the safes (accountable DANTES and materials) each time they are opened. Assist TCO/ATCO with weekly, monthly and quarterly inventories and Air University quarterly reports.

1.9.17. Identify all newly arrived Air University tests on the envelope, showing the name of the student, test identification number, date received, and expiration date. Enter all in stock Air University tests into the data file in the established format. Contact the Base Training Manager to schedule testing within 48 hours.

1.9.18. Prepare DANTES order forms for TCO/ATCO signature and advise of under or over-stocking of any test related item. Ensure adequate numbers of tests and answer sheets are maintained at all times based on prior usage patterns, student inputs and TCO recommendations.

1.9.19. Notify students when tests have arrived, first by email and later by phone if needed.

1.9.20. Discard obsolete non-test materials within 7 days of receipt of new publications and ensure dated exams are returned by expiration deadlines.

1.9.21. Maintain The DANTES Examination Program Handbook (DEPH), ensuring currency of all test instructions and policies.

1.9.22. Maintain a file of special order tests and handle all follow-up associated with these tests.

1.9.23. Maintain statistical data related to test administration as required by the Education and Training Section Chief and assist with reports and PowerPoint slides as requested.

1.9.24. Maintain all document and correspondence files in a neat and orderly manner. Separate files by calendar year. Complete file labels and setup a file for each new calendar year.

1.9.25. Complete all necessary paperwork or electronic processes required for optimum operation of testing program.

1.9.26. Refer all questions on schedule changes or testing policy to the TCO/ATCO and all questions on interpretation or application of test results to the counselors.

1.9.27. Test Examiners must meet qualification requirements IAW The DANTES Examination Program Handbook. Must have a baccalaureate degree from an accredited college recognized by the U.S. Department of Education. Successfully complete the web-based Test Control Officer (TCO) for Academic Testing Course and Exam prior to beginning work on this contract.

2. 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.

Life Skills Education:

Timely, thorough and accurate life skills education to foster self-sufficiency in work and family life.

Employment Counseling:

Timely, thorough and accurate education, training and consultation to facilitate family employment and career portability.

Financial Education:

Timely, thorough and accurate education and training to ensure sound financial practices and enhance readiness and retention.

Financial Counseling:

Comprehensive and accurate individualized financial analysis, evaluation, counseling and planning to maintain personal readiness and promote retention in the military, serving as the primary expert on personal finances for the Installation FFSP.

Administrative Support:

Timely, efficient, courteous and confidential reception, administrative support, and information, scheduling and referral services; efficient/effective and confidential administrative support and assistance to staff; efficient/accurate database management and analysis.

IT Hardware/Application/Admin Support:

Timely and efficient support with regard to installation of computer equipment and software, assisting network administrators in troubleshooting, and assisting staff and customers with various computer applications.

Loan Locker/Airman’s Attic Support:

Timely and courteous support of loan locker functions to include assisting customer, maintaining records, taking in items, and stocking shelves.

Education Counseling Services:

Timely and accurate services to customer with regard to academic advising, commissioning programs, and college level testing.

Test Examination Services:

Timely and accurate services to customer with regard to testing with zero incidents of test compromise

3. GOVERNMENT FURNISHED PROPERTY AND SERVICES:

The Government shall provide all facilities, computer equipment, land line telephone, fax, furniture, printer and copier toner, forms and regulatory materials to support this requirement.

4. GENERAL INFORMATION

4.1. QUALITY CONTROL. Contractor shall develop and maintain a quality program to ensure services are performed in accordance with this Performance Work Statement and other commonly accepted commercial practices. The contractor shall develop and implement procedures to identify and prevent defective services from reoccurring. As a minimum, the contractor shall develop quality control procedures that address the areas identified in paragraph 2, Service Summary. These procedures need not be submitted during solicitation or award; however, they must be available upon request by the Government, The contractor shall supply the government with a single point of contact with which to address customer complaints and quality control issues.

4.2. QUALITY ASSURANCE. The government shall periodically evaluate the contractor’s performance in accordance with the Performance Plan.

4.3. HOURS OF OPERATION.

4.3.1. Due to the nature of services being provided, the services shall be available during the times as specified in the below table. The contractor shall provide each service in such a manner to prevent breaks in service and shall not have, at any time, a break in service of more than 24 hours for any individual service.

4.3.2. The contractor shall provide services during off duty hours, as necessary. These may include after hours and/or weekends. Services for off-duty hours may consist of workshops, briefs, classes as outlined in the description of services for each function. These services are identified by an *. See appendix A for workload data. The estimated work hours include the after hours and weekends.

1005 Jefferson Avenue Goose Creek, SC 29445 Est. 20 man-hours weekly Monday – Friday 8:00 a.m.- 4:30 p.m.

1005 Jefferson Avenue Goose Creek, SC 29445 Est. 20 man-hours weekly Monday – Friday 8:00 a.m.- 4:30 p.m.

1005 Jefferson Avenue Goose Creek, SC 29445 Est. 80 man-hours weekly Monday – Friday 8:00 a.m.- 4:30 p.m.

1005 Jefferson Avenue Goose Creek, SC 29445 Est. 40 man-hours weekly Monday – Friday 8:00 a.m.- 4:30 p.m.

1005 Jefferson Avenue Goose Creek, SC 29445 Est. 40 man-hours weekly Monday – Friday 8:00 a.m.- 4:30 p.m.

104 E. Simpson Street Charleston AFB, SC 29404 Est. 40 man-hours weekly Monday – Friday 7:30 a.m.- 4:30 p.m.

1005 Jefferson Avenue Goose Creek, SC 29445 Est. 40 man-hours weekly Monday – Friday 8:00 a.m.- 4:30 p.m.

104 E. Simpson Street Charleston AFB, SC 29404 Est. 40 man-hours weekly Monday – Friday 10:00 a.m.- 6:00 p.m.

104 E. Simpson Street Charleston AFB, SC 29404 Est. 25 man-hours weekly Monday – Friday 09:00 a.m.- 2:00 p.m.

101 W Hill Blvd Charleston AFB, SC 29404 Est. 40 man-hours weekly Monday – Friday 7:30 a.m.- 4:30 p.m.

101 W Hill Blvd Charleston AFB, SC 29404 Est. 32 man-hours weekly Tuesday – Friday 7:15 a.m.- 4:15 p.m.

4.4. SECURITY REQUIREMENTS. All contractor employees shall carry Government issued contractor badge at all times while on either installation. Contractor employees or any representative of the contractor entering the government installations shall comply with all base security measures implemented at all times. Standard background check shall be performed by the Government prior to allowing any contractor employee unescorted access to base installations and systems. Prior to base access, personal and vehicle identification shall be required. During times of increased security measures goods searches may occur.

4.4.1. BASE PASS. The Government will conduct a background check before a pass is issued to enter Joint Bases Charleston. A pass is mandatory before any work may be performed on JB CHS. All personnel employed by the contractor in the performance of this contract, or any representative of this contractor entering the government installation, shall submit and abide by Standard Form 74/DOD Contract Security Classification specifications which is issued by Contract Administrator.

4.5. SAFETY. The contractor shall comply with all safety regulations and procedures. The contractor will maintain and provide a copy of a written safety plan to the wing safety office prior to start of work IAW AFPAM 91-210 6.4. Contractors shall be required to maintain a mishap record at or below the national average for their industry. Upon request, Contractor shall provide OSHA 300 and 301 logs to the safety office for mishaps occurring on the installation. Any mishaps involving damage to USAF property or injury to USAF personnel will be immediately reported to the base safety office. Contractors, whether regularly involved in routine site operations or engaged in temporary projects must follow all federal and state safety standards. In cases where the contactor shall work with USAF personnel, USAF safety standards will be followed.

4.6. ABBREVIATIONS:

· ACSC- Air Command and Staff College

· AECP- Airman Education and Commissioning Program

· AFAEMS - Air Force Automated Education Management System

· AFCPE - Association for Financial Counseling and Planning Education

· AFELA- Air Force Education Leave of Absence

· AFFIRST- Air Force Family Integrated Result Statistical Tracking

· AFIT- Air Force Institute of Technology

· A&FRC- Airman and Family Readiness Center (JB CHS-Air)

· ASCP- Airman Scholarship and Commissioning Program

· AWC- Air War College

· CCAF- Community College of the Air Force

· DANTES- Defense Activity for Non-Traditional Education Support

· FSC- Family Support Center

· FFSC- Fleet and Family Support Center (JB CHS-Weapons Station)

· JB CHS - Encompasses both the Air Force and Navy installations

· JB CHS-Air – Joint Base Charleston Air

· JB CHS-Weapons Station – Joint Base Charleston-Weapons Station

· LEAD- Leaders Encouraging Air Development

· LAN- Local Area Network

· NACI- National Agency Check with Inquiries

· NCO- Non-Commissioned Officer

· NCOIC - Non-Commissioned Officer in Charge

· OTS- Officer Training School

· SNCO- Senior Non-Commissioned Officer

· SOAR- Scholarships for Outstanding Airmen

· SOS - Squadron Officer School

· WGM- Work Group Manager

5. APPENDICES

5.1. Estimated Workload Data (Appendix A)

APPENDIX A

Estimated Work Load Data

ESTIMATED…