Att_1_-_SOW.pdf

STATEMENT OF WORK

Non-Personal Services Contract for Education and Training Services

Customer Support Representative

55 FSS/FSDE

106 Peacekeeper Dr, Ste 2N3 Offutt AFB, NE 68113-3214

1. DESCRIPTION OF SERVICES: Non-personal services in support of U.S. Air Force voluntary off-duty education program to provide customer service support for 55 FSS/FSDE as contained in this SOW preparation of documents associated with the services provided and administrative duties as assigned

2. QUALIFICATIONS: The individual performing the work must possess excellent customer service and verbal communication skills. Must have working knowledge of Microsoft operating systems (XP, VISTA, or Windows 7, to include Internet Explorer); Microsoft Office Suite (Microsoft Word, PowerPoint, Excel, and Access) is required.

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.

Individual must possess necessary credentials to gain unescorted access to Offutt AFB.

3. WORK HOURS/DAYS: The contractor shall work the following schedule: Monday - Friday, 0800 hrs - 1200hrs. The start and end times for the regular work day may be adjusted by the Chief Education and Training based on customer service/operational needs. The Chief, Education and Training will coordinate with the contractor prior to changing the work hours. No work will occur on federal holidays or when the Education Center office is closed or outside the normal work hours.

4. GUIDELINES: All tasks shall be accomplished in accordance with all DoD, Air Force (primarily AFI 36-2649), Air Combat Command, and applicable local base guidelines and regulations. The Air Force Instructions (AFIs) will be made available upon request (some are available through on-line reference material).

5. SPECIAL REQUIREMENT: Contractor must inform the Chief, Education and Training or designated representative of anticipated absence from a scheduled unit at least 72 hours prior to scheduled absence except in emergency situations. Non-emergency leave of five days or more must be scheduled with the Chief, Education and Training at least two weeks in advance.

6. MATERIALS AND EQUIPMENT: The government will provide all necessary workspace, computer equipment, and access required to fulfill the requirements of this contract.

7. SPECIFIC TASKS:

a. Customer Service. Performs Education Customer Service related duties by maintaining a general knowledge of a variety of education programs:

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

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

(3) Review/quality check TA submissions, recommend approval/disapproval to technicians, as appropriate (not authorized to approve TA documents).

(4) Update education records in AFAEMS as appropriate and related administrative actions.

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

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

(7) 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 education related resources topics.

(8) Refer students to key resources such as Peterson Reference Guides, Virtual Education Center websites, and other resources to prepare/assists in CLEP/DSST preparation, etc.

b. Assist with Air Force Institute of Advanced Distributed Learning Test Schedule. The contractor will schedule eligible personnel requesting test dates for USAF Professional Military Education Courses (AWC, ACSC, SOS, SNOCA) 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.

8. PERIOD OF PERFORMANCE: Contract start date is 1 April 2016 through_31 March 2021 with an optional 6-month extension.