Attachment_1_SOW.pdf

STATEMENT OF WORK

Education Services - Test Administrator Customer Support Representative

20 June 2018

1. DESCRIPTION OF SERVICES. Non-personal services in support of U.S. Air Force voluntary off-duty education program. The contractor shall provide one (1) part-time (32 hours per week) Test Administrator/Customer Support Representative at Mountain Home AFB, Idaho.

2. QUALIFICATIONS.

2.1. A Baccalaureate degree from a regionally accredited American college or university is required.

2.2. Appropriate professional work or volunteer experience of at least 1 (one) year is required.

2.3. Knowledge of or experience with AF terminology, office procedures, and education programs plus familiarity/facility with WINDOWS 10, Microsoft Word, PowerPoint, Excel and Access is desirable.

2.4. Knowledge of/experience with standardized educational and military testing programs is highly desirable.

2.5. Excellent customer service and verbal communication skills are essential;

proficient with Microsoft Office Suite (including Internet Explorer), and form filler software. Appropriate related professional work or volunteer experience of at least 1 year is highly desirable. Knowledge of/experience with Air Force computer security procedures, terminology, and general office procedures is desirable.

3. DUTIES AND RESPONSIBILITIES.

3.1. Utilizes the Air Force Automated Education Managements

System (AFAEMS) to maintain individual student test records, and schedule tests.

3.2. The Contractor shall comply with all requirements for testing as outlined in Chapter 7 of AFI 36-2649, Voluntary Education Program (http://static.e-publishing.af.mil/production/1/af_a1/publication/afi36-2649/afi36-2649.pdf)

3.3. Authorized examinees that may be tested include active duty (AD) military, AD Guard and Reserve personnel; and DOD civilians. Tests are not scheduled on Federal holidays.

3.4. The Contractor shall provide basic cleaning of testing work stations to ensure

Attachment 1 http://static.e-/ http://static.e-/ hygiene and cleanliness by wiping surfaces and keyboards with disinfectant products no less than weekly. Contractor shall follow all Material Safety Data Sheets (MSDS) for product safety.

3.5. Customer Service. Performs Education Customer Service related duties by maintaining a general knowledge of a variety of education programs and general office duties as directed by the ESO or designee.

3.5.1. Greet customers, determine the purpose for visit, and respond to customer inquiries personally, or refer them to appropriate staff member, as needed; and/or provide the customers with appropriate resource material.

3.5.2. Make counseling and testing appointments, answer telephone calls, monitor/refer e-mail inquiries received in the organizational e-mail box, and provide general information.

3.5.3. Update education records in AFAEMS as appropriate and related administrative actions.

3.5.4. Verify/load degree program academic plans in students’ AFAEMS records, as needed.

3.5.5. Review AFAEMS records to ensure there are no obligations prior to PCS, TDY or separation and ensure the virtual out-processing program is properly updated.

3.5.6. Update/restock the education resource center with fact sheets, etc. On tuition assistance, commissioning, GI-Bill Benefits, transcript request forms, and a variety of other educational related resource topics.

3.5.7. Refer student to key resources such as Peterson Reference Guides, Virtual Education Center websites, and other resources to prepare/assist in CLEP/DSST preparation, etc.

3.5.8. Assist with Air Force Institute of Advanced Distributed Leaning Test Schedule. The contractor will schedule eligible personnel requesting test dates for USAF Professional Military Education Courses (AWC, ACSC, SOS, and SNCOA) and specialized courses. The contractor will advise personnel of course completion policies and the enrollment process, Help Desk contacts, and coordinate updates in CSDAR, MILPDS databases, etc., with Education and Training Section staff as needed.

3.5.9 The ESO or designee will determine the number of units/amount of time spent in both testing and customer service duties.

4.0.WORK HOURS/DAYS.

4.1 Contractor shall work 32 hours per week at the Education Center, Bldg.

2428, Mountain Home AFB, ID. Contractor work schedule will be 8 hours per day, Monday – Thursday, for a total of 32 hours per week. Duty hours will begin at 0730 and end at 1630. Contractor will be allowed a 1 (one) hour lunch break during the day, the time will depend on staff and customer needs. Hours will not be worked on Federal holidays or outside the normal work hours of 0730 – 1630, or when the office is closed for down days or family days.

4.2 Contractor shall inform the ESO of anticipated absence at least 24 hours prior to scheduled absence except in emergency situations. Non-emergency leave of one (1) week or more must be scheduled with the ESO at least two

(2) weeks in advance and may not exceed two (2) weeks at a time with a maximum of four (4) weeks during any period of performance.

4.3 Any changes to the work schedule may be jointly determined by contractor and government in advance and may be modified by mutual agreement according to changing program needs.

4.4 The Contractor shall notify the ESO or designee in advance if unable to work at a designated time.

4.5 Recognized Holidays. The contractor is not required to provide service on the following federal holidays:

New Year’s Day 1 January Martin Luther King’s Birthday Third Monday in January President's Day 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 Veterans' Day 11 November Thanksgiving Day Fourth Thursday in November Christmas Day 25 December

5.0. GOVERNMENT FURNISHED SERVICES AND EQUIPMENT. The Government will provide the following facilities, equipment, materials, services, technical order, publications, and forms.

5.1.Government Furnished Utilities. The Government will furnish to the

Contractor, utilities necessary to perform all operations required by this

SOW.

5.2. Telephone Services. The Government will provide telephone service For Official

Use Only. This includes long distance service.

5.3. The Government will provide office and cleaning (including MSDS, as applicable), supplies and materials necessary to carry out the duties outlined in this SOW.

6.0.SECURITY REQUIREMENTS.

6.1. Physical Security. The contractor shall be responsible for safeguarding all government property. At the end of each work period, all government facilities, equipment, and materials shall be secured.

6.2. Pass and Identification Items. The contractor shall ensure the pass and identification items required for contract performance are obtained for employees and non-government owned vehicles.

6.3. Retrieving Identification Media. The contractor shall retrieve all identification media, including vehicle passes from employees who depart for any reason before the contract expires; e.g. terminated for cause, retirement, etc.

6.4. Traffic Laws. The contractor and its employees shall comply with base traffic regulations.

6.5. Weapons, Firearms, and Ammunition. Contractor employees are prohibited from possessing weapons, firearms, or ammunition, on themselves or within their contractor-owned vehicle or privately-owned vehicle while on Mountain Home AFB.

6.6. For Official Use Only (FOUO). The contractor shall comply with DOD 5400-7 R, Chapter 4, DoD Freedom of Information Act (FOIA) Program, requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material.

6.7. Reporting Requirements. Contractor personnel shall report to an appropriate authority any information or circumstances of which they are aware may pose a threat to the security of DOD personnel, contractor personnel, resources, and classified or unclassified defense information. Contractor employees shall be briefed by their immediate supervisor upon initial on-base assignment.

6.8. Key Control. The contractor shall establish and implement methods of making sure all keys issued to the contractor by the Government are not lost or misplaced and are not used by unauthorized persons. The contractor shall not duplicate any keys issued by the government.

6.9. The contractor shall immediately report to the ESO any occurrences of lost or duplicated keys.

6.10. In the event keys, other than master keys, are lost or duplicated, the contractor may be required, upon written direction of the Contracting Officer, to re-key or replace the affected lock or locks without cost to the government. The government may, however, at its option, replace the affected lock or locks or perform re-keying and deduct the cost of such from the monthly payment due the contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the government and the total cost deducted from the monthly payment due the contractor.

6.11. The contractor shall prohibit the use of keys, issued by the government, by any persons other than the contractor’s employees and the opening of locked areas by contractor employees to permit entrance of persons other than contractor employees engaged in performance of contract work requirements in those areas.

6.12. Base Computer Network Access. Contractor personnel are required to have access to the Government LAN. The Government and the contractor personnel shall follow the requirements in accordance with AFFARS Clause 5352.242-9001- COMMON ACCESS CARDS (CACs) FOR CONTRACTOR PERSONNEL (NOV 2012).

6.13. The contractor shall achieve the same level of trustworthiness for its personnel as required for Government personnel with similar access to automated information systems (AISs) and networks containing DoD Sensitive Information (SI). The contractor shall meet the personnel security requirements for Automated Data Processing (ADP) access in DOD 5200.2- R, Personnel Security, for employees or subcontractor’s employee that require access to Government IT systems or DoD SI, or are involved in developing, delivering, or supporting IT systems and services, or safeguarding DOD sensitive information within Government or contractor systems. The contractor shall classify ADP/IT or related positions, submit appropriate paperwork for background investigations or proof of a favorable adjudication, ensure individual receive requisite training and document compliance.

6.14. Personnel background investigation and training shall be initiated before access to

DOD AIS/networks or DoD SI is allowed. Following contract award, details for completing and forwarding forms for requesting an investigation will be coordinated with the government representative designated for the networks and systems being accessed.

6.15. The Contractor agrees to utilize only experienced, responsible and capable individuals as Education Advisor in the performance of the work. The Contracting Officer may terminate the contract or require that the Contractor remove employees who endanger persons or property, or whose continuity under this contract is inconsistent with the interests of military security.

7.0. RECORDS MANAGEMENT.

7.1. All records, files, and documents, regardless of media (e.g., paper, electronic, etc.), as described in this SOW, which are the responsibility of the Contractor are the property of the Government and shall remain so upon termination or completion of the contract.

7.2. The Contractor shall keep these item(s) current and maintain and dispose of them in accordance with the requirements established in AFI 33-322, Records Management Program, paragraph 10, AFMAN 33-363, paragraph 6.4, AFMAN 33-364, paragraph

2.10 and the Air Force Records Disposition Schedule which may be accessed from the following web address: https://www.my/af.mil/afrims/afrims/afrims/rims.cfm.4.

7.3. Records shall be turned over to the Government upon completion of the contract unless otherwise stated. All records are subject to the Freedom of Information and Privacy Act.

8.0. CONTRACTOR MANPOWER REPORTING.

The Contractor shall report ALL Contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for Education Advisor at Mountain Home AFB 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.ecrma.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. Contractors may direct questions to the help desk at http://www.ecmra.mil.

9.0.ACRONYMS & ABBREVIATIONS LIST.

9.1. GLOSSARY OF TERMS: Commonly used military and education-related acronyms, abbreviations and definitions with which contractor must be familiar:

Acronym Definition AEA Assistant Education Advisor NPSC Non-Personal Services Contract SOW Statement of Work D&B# Dunn & Bradstreet Number BPA Blanket Purchase Agreement BESC Base Education Service Center BESP Base Education Services Program

BTES Base Training and Education Services

ESS Education Services Specialist https://www.my/af.mil/afrims/afrims/afrims/rims.cfm.4 http://www.ecrma.mil/ http://www.ecmra.mil/

ESC Education Service Center (BTES) ESO Education Service Officer ET Education Technician TE Test Examiner

MAJCOM Major Command (major divisions within the Air Force)

ACC Air Combat Command (HQ at Langley AFB, VA)

AFSPC Air Force Space Command (HQ at Peterson AFB, CO)

AETC

Air Education and Training Command (HQ at Randolph

AFB, TX)

AFMC Air Force Material Command

PACAF United States Air Forces Pacific (HQ at Hickam AFB, HI)

USAFE United States Air Forces Europe (HQ at Ramstein AFB, GE)

AFSOC Air Force Special Operations Command

AFRC Air Force Reserve Command ANG Army National Guard

DANTES Defense Activity for Non- Traditional Education Support

TCO Test Control Officer ATCO Alternate Test Control Officer

CLEP College Level Examination Program

DSST DANTES Subject Standardized Test

GED General Education Development SAT Scholastic Attitude Test ACT American College Test GRE Graduate Record Exam

GMAT Graduate Management Admissions Test

MAT Miller Analogies Test

PRAXIS National Teacher Certification Exam

TA Tuition Assistance (military) TA Cap Annual per person limit of $3,500 QH Quarter Hours

AFAEMS Air Force Automated Education Management System

SOC Servicemen’s Opportunity

College

CCAF Community College of the AF DE Distance Education DL Distance Learning PME Professional Military Education ECI Extension Course Institute

AFIADL AF Institute of Advanced Distributed Learning

AFIT Air Forces Institute of Technology

ALS Airman Leadership School FTAC First Term Airman Center

NCOA Noncommissioned Officers Academy

SNCOA Senior Noncommissioned Offers Academy

Course 14 SNCOA by Correspondence

SOS Squadron Officers School (Required PME for AF Captains)

ACSC Air Command Staff College (Required PME for AF Majors)

AWC Air War College (Required PME for AF LT Colonels)

ERAU Embry Riddle Aeronautical University

Park Park University BSU Boise State University MOU Memorandum of Understanding VA Veterans Assistance

VEAP

Veterans Education Assistance Program (No longer open to new depositors)

MGIB

Montgomery Bill (covers most ACDU personnel unless they declined it)

AECP Airman Enlisted Commissioning Program

AFROTC Air Force Reserve Officer Training Corps

SOAR Scholarships for Outstanding Airmen to ROTC

POC-ERP

Professional Officer Course- Early Release Program (requires 2ys college)

AFA Air Force Academy

LEAD Leaders Encouraging Airman Development (AFA or AFA Prep)

OTS Officer Training School (requires completed 4 year degree)

PCS Permanent Change of Station (leaving current base)

PCA

Permanent Change of Duty (changing jobs but remaining at current base)

TDY Temporary Duty (involves official orders sending the person elsewhere)