SOW.pdf

STATEMENT OF WORK

for

Data Entry Personnel for

Transition Goals, Plans, Success (GPS) Program

Airman & Family Readiness Center (A&FRC)

8 August 2016

Columbus AFB, Mississippi

Performance Work Statement

Data Entry Personnel for

Transition Goals, Plans, Success Program for

A&FRC

1.0 DESCRIPTION OF SERVICES. The contractor shall provide all labor and supervision necessary to provide data entry for the Transition Assistance Program (TAP) and other services provided at the Airman and Family Readiness Center’s (A&FRC) Columbus AFB

MS. The TAP is used by everyone who are separating or retiring, whether voluntary or involuntary from the military service. Also, the program is used for civilian personnel who are facing a reduction-in-force (RIF). Spouses and immediate family members may also use

TAP. Program assistance for data entry will involve keeping detailed records and inputting the information into various computer programs used in conjunction with TAP. Data entry personnel will assist in setting up classrooms, ensuring chilled water is available for transition GPS workshops, tearing down the classroom after completion of the workshop, and entering all required data into associated computer data programs. The primary purpose of the service is to capture statistical information and direct and/or assist customers by telephone, or walk-in to appropriate A&FRC transition GPS staff members for assistance, or to assist the customer on accessing the transition GPS computers. In addition, the contractor will update and post job and job fair listings on a timely basis, contact employers for job leads and listings, and maintain data files on companies. Contractor will be responsible for the computerization and inventory of required TAP materials when resources are in place. The contractor shall perform these services in accordance with all applicable laws, regulations, and the standards specified in this Performance Work Statement (PWS).

1.1 RELATIONSHIP OF THE PARTIES. This is a non-personal services contract.

Contractor personnel are not subject to the supervision and control of Government officers or employees (Federal Acquisition Regulation (FAR) 37.101 and 37.104). Rather, contractor personnel perform their duties in accordance with specific tasks outlined in the PWS.

Supervisory functions such as hiring, directing, counseling, and firing of contractor personnel are not performed by the Government. The provider who furnishes services under this contract is subject to Government technical oversight of the services provided.

2.0 GENERAL INFORMATION

2.1 HOURS OF WORK: Contractor shall provide 40 hours of service per week for a maximum total of 2080 hours annually. Majority of the work will be performed during

A&FRC normal customer service hours, Monday – Friday, 0730 – 1630, with 30 minutes for lunch, not to exceed 8 hours per day. The Contractor’s lunch time will be coordinated and covered by A&FRC staff. Contractor shall notify A&FRC at least five workdays prior to any planned absences and immediately for emergency or illness. If contractor has an absence of more than one day, they must provide a substitute with comparable skills.

2.1.1 FEDERAL HOLIDAY. The Contractor is not required to work the following holidays

1239715431C Highlight and AETC Family days:

New Year’s Day 1 January

Martin Luther King’s Birthday 3rd Monday in January

President’s Day 3rd Monday in February

Memorial Day Last Monday in May

Independence Day 4 July

Labor Day 1st Monday in September

Columbus Day 2nd Monday in October

Veterans Day 11 November

Thanksgiving Day 4th Thursday in November

Christmas Day 25 December

2016 AETC Family Days 2017 AETC Family Days

27 May 26 May

5 July 3 July

2 September 1 September

25 November 24 November

27 December 26 December

2018 AETC Family Days

25 May

5 July

31 August

23 November

24 December

31 December

2.2 TRANSITON GPS CLASSES. Transition GPS Workshops and associated TAP workshops will be scheduled by A&FRC both during and after normal work hours.

When instructional classes are scheduled after hours, the contractor will adjust work hours to accommodate the instructional classes within an eight-hour day. No overtime is authorized for classes scheduled outside normal workday hours. The Government will provide contractor a schedule of classes ten days in advance. Estimated number of Transition GPS Workshops is eight per year and 22 other transition topic related workshops.

2.3 LOCATION. Services shall be performed in the A&FRC, Columbus Air

Force Base, Mississippi.

2.4 CONTRACTOR PERSONNEL. Contractor will have knowledge of A&FRC

TAP and communication skills appropriate in a social service environment.

Contractor must become familiar with all available TAP services and be able to provide Air Force and commercial transition social service program referral information to clients as applicable in a professional and courteous manner. The contractor personnel must possess a basic understanding of military protocol, support group organizations, have an understanding of family systems in a military setting, and possess the ability to communicate and work effectively with diverse groups.

2.4.1 The Contractor and contractor employees shall read, write, speak, and understand the

English language fluently; shall effectively communicate verbally and in writing.

2.4.2 The contractor is expected to comply with reasonable dress and grooming standards based on comfort, productivity, health, and safety. Contractor attire will be in good repair and should not be considered offensive, disruptive, or unsafe. Employees shall present a neat, professional appearance and be easily recognizable as contractor employees.

2.4.3 The Government is authorized to restrict the employment under the contract of any contractor employee or prospective contractor employee, who is identified as a potential threat to the health, safety, security, general well-being, or operational mission of the installation and its population.

2.4.4 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.

2.4.5 The Contractor shall not employ any person who is an employee of the United States

Government if the employment of that person would create a conflict of interest. The

Contractor shall not employ any person who is an employee of the Department of the Air

Force, either military or civilian, unless such person seeks and receives approval.

2.4.6 Employee Qualifications. Contractor employee(s) shall have a minimum of one year of experience working with TAP or similar transition services helping service agency or 12 credit hours in social sciences/social work. Contractor employees shall possess or be proficient in:

2.4.6.1 Computer network management skills; with a working knowledge of Microsoft

Office products, and software programs applicable to TAP operations.

2.4.6.2 Knowledge of classroom environments and how to set up and tear down classrooms.

2.4.6.3 Communication skills appropriate in a professional social service environment.

2.4.6.4 Employee qualifications shall be outlined in a resume.

2.5 CONTRACTOR-PROVIDED SERVICES. Contractor shall assist the A&FRC staff in providing a full range of transition referral services to A&FRC clientele in the following areas:

intake assessment to determine appropriate level and type of transition assistance to authorized patrons (active duty, and DoD civilians with ID cards) who are seeking transition assistance.

For transition assistance, the Contractor shall refer to the requester to an A&FRC Community

Readiness Consultant or Technician. Provide technical assistance to users needing transition assistance in the operation of computer-based programs, as specified in requirements below, and other programs available. The contractor shall serve as the transition services initial point of contact for all transition assistance program software, hardware, and user problems to include network issues. If the contractor cannot resolve the problem, he/she should contact the

Functional Support Administrators (FSA).

CONTRACTOR SHALL:

2.5.1 Provide monthly data support in collecting, maintaining, and reporting protected information from the Air Force Family Integrated Results Statistical

Tracking System (AFFIRST) and TACL.

2.5.2 Collect and consolidate data to meet Air Force and DoD reporting date requirements.

2.5.3 Maintain adequate supplies and forms prescribed for TAP to meet the needs of the customers.

2.5.4 Provide support in the 100 percent completion of all forms required for all separating or retiring military members and medical evaluation board (MEB) candidates.

2.5.5 Provide assistance in completing the TAP Exit Questionnaire to captures customer input on the quality of base level transition processes.

2.5.6 Be the primary system/network administrator for the transition assistance program computers that are not on the Columbus AFB Local Area Network (LAN).

2.5.7 Assess and report potential risks and outages (i.e., server problems, network outages, etc.) on the network to the FSA.

2.5.8 Install and configure all software/hardware utilized in the transition assistance program and notify the Equipment Custodian (EC) of any relocation of hardware within transition assistance program.

2.5.9 Prepare and maintain system and configuration documentation.

2.5.10 Check for current operating system software weekly and install updates to system and applications (programs) as needed.

2.5.11. Keep workstations and network software virus free and notify the FSA of computer viruses or potential thereof.

2.5.12 Clear the temporary Internet files folder weekly and remove temporary files set on the computer during the Transition GPS workshop, or other TAP related workshops.

2.5.13. Clear user Common Access Card/Public Key Infrastructure (CAC/PKI) certificates from Internet Explorer at least weekly.

2.5.14 NOT install or modify any equipment or software without prior approval from the FSA to include software downloads from the World Wide Web or vendor bulletin board systems

(BBS).

2.5.15 Maintain the software library and original disks and make back-up copies as needed.

2.5.16 Maintain network integrity by allowing only authorized patrons to access the

Internet Service Provider (ISP) accounts.

2.5.17 Update risk analysis as required by the base Computer Systems Security Officer.

2.5.18 Perform routine system maintenance, and weekly system back-ups, and run anti-virus software weekly.

2.5.19 Catalog all new resource materials received within one week of receipt, develop bibliographies/records of all resources and make recommendations on ordering new or updating existing resource materials and equipment needed for operation of the transition assistance program.

2.5.20 Maintain accountability statistics on resources used and develop charts, logs, and summaries as directed by the Chief A&FRC.

2.5.21 Ensure transition area is opened; lights and workstations turned on and functioning at the beginning of each duty day; bring up main menus on computers, ensure printer paper is loaded;

and sign-in log is available. Ensure adequate housekeeping is accomplished each day to keep the transition assistance area orderly; i.e., cleaning off resources from tables, re-shelving books, videos, and other resource materials, etc., as applicable.

2.5.22 Maintain frequently-used websites links on all transition computers to facilitate assistance to A&FRC Staff and clientele.

2.5.23 Publicize and market all transition assistance program activities and services through the Center’s Calendar of Events and other established venues, to include the A&FRC

Facebook website.

2.5.24 Ensure all clients sign in utilizing the designated system. Provide the Chief A&FRC a bi- weekly client usage report in the format established by management by the morning of the next working day after a report periods ends. Report periods are calendar days 1–15, and 16–

31.

2.5.25 Assist authorized clients with technical questions concerning use of transition related computer programs.

2.5.26 Provide referral service to clients seeking assistance with transition services such as resumes, and job applications.

2.5.27 Be familiar with the cataloging system for print and video materials as established by the A&FRC, and be able to assist clients in locating and selecting appropriate resource materials based on need.

2.5.28 Provide a list of supplies and teaching material required for one year no later than

31 January of each year.

2.5.29 Advertise and Market monthly transition programs. Class dates will be projected one year in advance for advertising purposes by A&FRC Chief. Contractor shall follow all applicable Air Force and Major Command (AF and MAJCOM) written guidance. Various other instructional class requirements may be added as AF, MAJCOM and local needs arise.

2.5.30 Be responsible for using AFFIRST to check in/out resource materials; verifying patrons have appropriate IDs (i.e., military, civilian, family members); and placing follow-up phone calls for overdue materials.

2.5.31 Maintain computer security, ensure clients are aware of the limits on software program accessibility through the main menu, and instruct clients how to scan their disks for viruses.

2.5.32 Perform minor troubleshooting on computers, printers, scanners, any equipment and furnishings related to the transition assistance program.

2.5.33 Develop and maintain electronic bulletin boards in the transition assistance program.

2.5.34 Assist in collecting statistical information on all A&FRC activities and input the statistical data into AFFIRST.

2.5.35 Assist customers in use of computer programs related to the transition assistance program such as Microsoft Office Suites Programs, and federal resume applications and submissions.

2.5.36 Setup classroom for workshops related to the transition assistance program. All class rosters will be recorded in AFFIRST.

2.5.37 Randomly monitors customer access to any online programs and assist when necessary.

2.5.38 Document any and all computer software/hardware malfunctions or abuse and report immediately to the FSA.

2.5.39 Provide tours of the transition assistance program facilities for walk-in customers and workshop participants.

2.5.40 Inventory all resource materials on a quarterly basis no later than the last day of the last month of the quarter, monitor the use of all materials and report any missing or damaged inventory to the Chief A&FRC quarterly.

2.5.41 Ensure accountability for all government furnished assets and all facilities, systems and equipment assigned for maintenance or operations.

2.5.42 Safeguard government records, sensitive equipment/software, information and facilities to prevent unauthorized access or release.

2.5.43 Provide a contract manager who shall be responsible for the performance of the work.

The contract manager and alternate(s) shall be designated in writing to the contracting officer. Contract manager or alternate shall be available within 72 hours to meet on the installation during normal duty hours, 0730 to 1630, with government personnel and the contracting officer to discuss problem areas.

2.5.44 Gain competency of duties within 14 calendar days.

2.5.45 Update handouts and marketing materials as appropriate.

2.5.46 Provide any assistance with other Airman & Family Readiness programs.

2.6

SECURITY REQUIREMENTS

2.6.1 Physical Security: Contractor shall be responsible for safeguarding all Government property provided for use. At the end of each workday, ensure Government facility, equipment and materials are secure.

2.6.2 Pass and Identification: Contractor shall obtain and display all Government and contractor identification as required. Contractor shall return all Government issued identification and vehicle passes at contract expiration or termination thereof.

2.6.3 Traffic Laws, Weapons, Firearms and Ammunition: Contractor shall comply with all base traffic regulations. Contractor employees are prohibited from possessing weapons, firearms, or ammunition on themselves or within their contractor-owned or privately owned vehicle while on Columbus AFB.

2.6.4 The contractor is responsible for obtaining all required security clearances, background checks, and must complete all trainings that may be required for its employees. If the report is unfavorable, then termination of employment of the contractor’s employee shall be done by the contractor on the spot, and the contractor shall provide a replacement within 5 work days.

2.6.5 Work on this contract may require that the contractor have access to Privacy

Information. Contactor shall adhere to the Privacy Act, Title 5, of the U.S. Code, Section

552a Must comply with all Air Force, A&FRC directives and policies.

2.7 PERFORMANCE OF SERVICES DURING CRISIS DECLARED BY THE

NATIONAL COMMAND AUTHORITY OR OVERSEAS COMBATANT COMMANDER.

The

1239715431C Highlight contractor is NOT required to perform all tasks listed in this PWS during crisis. In the event of a crisis, the contractor will be contacted by the contracting officer and notified of the services that will still be required under this contract.

2.8 PERFORMANCE EVALUATION MEETING. The Contract Manager may be required to meet with the Chief, A&FRC and the contracting officer. Meetings shall be as often as necessary as determined by the contracting officer.

2.9 QUALITY ASSURANCE. The Government will periodically evaluate the contractor’s performance to ensure services are received. Performance may be evaluated through on-site inspections/observations of the contractor's work; review of documents or reports prepared by the contractor; and/or receipt of customer complaints. The government will investigate any complaints received from base customers and will make a determination of the validity of customer complaint and if determined valid, will refer the complaint to the contractor for resolution. Any disagreement or disputes will be referred to the contracting officer for a final decision.

2.9.1 Government Remedies. The contracting officer shall follow FAR 52.212.4, Contract

Terms and Conditions-Commercial Items, for contractor’s failure to perform satisfactory services or failure to correct non-conforming services.

3.0 GOVERNMENT-FURNISHED EQUIPMENT AND SERVICES

3.0 Contractor Responsibility: The Contractor shall be responsible for Government property in their possession in accordance with the Federal Acquisition Regulation (FAR) and applicable supplements including, but not limited to, FAR Part 45, Government Property;

FAR 52.245-1, Government Property; and Defense Federal Acquisition Regulation

Supplement (DFARS) Part 245, Government Property. The FAR and applicable supplements can be accessed at: http://farsite.hill.af.mil

3.1 The Government will provide training on all computer-based systems used by the

A&FRC with the exception of Microsoft Office (Contractor shall be proficient in this area).

3.2 The Government will supply/furnish the workspace, computer, associated equipment, and office supplies for normal daily office/classroom functions.

3.2.1 Contractor shall maintain this space to present a neat, clean and professional working and classroom environment and use space only in connection with performance under this contract.

3.2.2 The contractor shall notify the government of any circumstances of needed repair of assigned space or of any area that may affect performance of contract work, present unsafe or unhealthy condition, or cause any delays or interference of work by employees of the contractor.

3.2.3 The Government will provide telephone service for official use only. Government-http://farsite.hill.af.mil/ furnished telephones and computers will not be used for personal business or company business.

3.3 The Contractor shall be responsible for safeguarding all government property provided for contractor use, including replacement or repair of government-furnished equipment that is lost or damaged by the contractor.

3.4 Security Forces, Fire Protection, and Emergency Medical Treatment. Call 911 for police, fire reporting or medical emergencies. Any time the contractor uses one of the above emergency services, the contract manager shall immediately report details to A&FRC personnel. The contractor shall reimburse the government for the cost of medical services.

3.5 Conservation of Utilities. The Contractor shall instruct all contractor employees in utility conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities.

Standards:

1. Must show up for work daily M-F from 0730-1630 except on Federal holidays

2. Must not be unexcusably absent/late for 3 consecutive days, which may warrant termination of employment of the contractor’s employee, which must be done by the contractor

3. Required daily time sheets sign in to verify attendance

4. Daily/weekly/monthly update and cataloging of A&FRC programs resource materials

5. Collect, consolidate, validate and verify monthly VOW data to meet AF and DoD reporting date requirements

6. Provide monthly report on data collecting, maintaining, and reporting protected information from the AFFIRST and TACL

7. Provide weekly client usage report to the supervisor before COB Friday

8. Administer monthly updates of computer software, hardware and network issues

9. Provide weekly computer system back-ups and run anti-virus software

10. Provide daily technical assistance to customers needing computer-based programs

11. Set up and tear down classrooms for all workshops/events

12. Maintain adequate supplies and forms prescribed for the center to meet the needs of the customers

13. Provide monthly list of needed supplies and accountability statistic on resources to the supervisor

14. Provide daily support in the 100% completion of all forms required for all separating or retiring military members and medical evaluation board candidates

15. Provide assistance in completing exit questionnaire to all workshops and file accordingly

16. Ensure adequate housekeeping is accomplished daily to keep the training rooms, resource center, supply rooms and front desk orderly

17. Provide daily/weekly/monthly publication, marketing and updates of all A&FRC program activities and services through center’s calendar of events, other established venues, AFFIRST calendar, base website and Facebook

18. Create daily/weekly/monthly flyer creation of workshops and events

APPENDIX 1

ACRONYMS

A&FRC Airman and Family Readiness Center

AF Air Force

AFFIRST Air Force Family Integrated Result Statistical Tracking System

BBS Bulletin Board Systems

CAC/PKI Customer Access Card/Personal Knowledge Information

Columbus AFB Columbus Air Force Base

DOD Department of Defense

DRC Discovery Resource Center

EC Equipment Custodian

FAR Federal Acquisition Regulation

FSA Functional Support Administrator

GPS Goals, Plans, Success

ID Identification

ISP Internet Service Provider

LAN Local Area Network

MAJCOM Major Command

MEB Medical Evaluation Board

PWS Performance Work Statement

RIF Reduction In Force

TAP Transition Assistance Program