FY19_PWS_-_CCAF_Advisor-Cust_Service.pdf

PERFORMANCE WORK STATEMENT

Non-Personal Services Contract (NPSC) for Community College of the Air Force (CCAF)

Advisor/Customer Service Representative

1. DESCRIPTION OF SERVICES: Non-personal services contract. The contractor is responsible to the Beale Air Force Base, Education Services Office for conducting CCAF advisement and customer services to military personnel, Department of Defense civilian personnel, family members and all other eligible customers.

2. PERIOD OF PERFORMANCE: Contract start date is 1 Oct 2018 through 30 Sep 2019 with three one-year option periods to include a 6 month extension (if necessary), pursuant to the authority of contract Clause 52.217-8.

3. QUALIFICATIONS: The contractor shall possess a bachelor’s degree in education or counseling-related field or a minimum of two years of CCAF equivalent advisory and customer service experience. Degree must be from a United States institution accepted by an organization/association approved by the Council for Higher Education Accreditation (CHEA) and/or the US Department of Education. Contractor shall possess basic typing skills at a minimum 45 words per minute (WPM), and general computer knowledge (Microsoft Word, PowerPoint, and Excel). Contractor shall present an online certificate verifying minimum WPM with offer. Contractor shall present a neat, professional appearance at all times.

4. WORK HOURS/DAYS: Normal work hours shall be 0800-1600. The Contractor shall work a minimum of 32 hours per week and shall provide the government with the intended work schedule no later than 7 business days prior to the next month’s work schedule for approval. Work will not be required during Federal holidays, when the office is closed, or during designated ACC Family Days.

5. SPECIFIC TASKS: Scope of Work:

a. In accordance with governing directives, college reference materials, and local policies, the contractor shall provide advisement on CCAF, AU, CLEP/ DANTES testing, and shall perform related tasks to include on-site CCAF counseling. The contractor shall provide routine customer service to include answering phones, assisting customers during normal business hours, providing hands-on assistance to customers, and scheduling appointments as required. The contractor shall make inquiries to the Air Force professional guidance counselors or other staff specialists in the section on behalf of students and other customers, and shall provide general information and advisement as requested.

Contractor shall provide tuition assistance information and documentation to eligible active duty personnel.

b. The primary emphasis for the education advisor is advisement on the CCAF program. The contractor shall provide general information on CCAF eligibility, gather and process paperwork, submit Action

Requests to CCAF, assist members in obtaining official documentation (transcripts, etc.) to be forwarded to the CCAF. Contractor will also evaluate and interpret progress reports and advise customers on applicability of local programs to CCAF degree requirements. The contractor shall facilitate CCAF degree completions by providing sound advisement to each student and through actively marketing the

CCAF program. When necessary, the contractor shall directly contact CCAF on the students’ behalf concerning any educational inquiries.

c. The contractor shall use the Air Force Automated Education Management System (AFAEMS) to submit CCAF Action Requests. When Action Requests are completed by CCAF, close-out CCAF

Goal in AFAEMS, if open.

d. Within 30 days receipt of finalized CCAF Graduation list from Education office staff, contractor will review AFAEMS records to verify Graduate Status reflects in member’s MilPDS record. If not, the contractor will identify respective individuals to office staff for MilPDS update.

e. Provide information to students regarding use of Air Force Tuition Assistance (AFTA) and assist with the application process.

f. Ensure individual AFAEMS records are correct with applicable up-to-date information and counseling note.

g. Provide as needed the First Time AFTA Users Briefing, Education In-Processing briefings, and other

CCAF-related briefings. Update AFAEMS as applicable and document counseling note.

h. Assists the base CCAF graduation POC with the planning and presentation of the annual

CCAF graduation ceremony as necessary, and acts as the section POC for the Pitsenbarger

Award.

i. Within 30 days of CCAF Graduation, manage remaining CCAF diplomas by ensuring appropriate contact and distribution to members. Document with counseling notes in AFAEMS.

j. Each month, upon receipt of MilPDS roster from ESO, send e-mail notifications to recently upgraded personnel regarding CCAF opportunities within 3 days of receipt of listing.

Document counseling note in AFAEMS.

k. On a weekly basis, review the records of at least 20 members in Advanced Standing of their

CCAF Degree. Review/evaluate the member’s PR, notify them via e-mail of requirements needed to fulfill their CCAF Degree, document counseling note in AFAEMS.

l. When not engaged in CCAF advisement, the contractor shall assist office staff in general customer service duties.

m. When necessary, may be required to perform security access control functions by verifying personnel identification, observing and reporting unusual or suspicious persons or activities.

n. Assists in the management of the Virtual out-processing program.

o. Ensure office flyers, staff business cards are sufficiently stocked for customer use.

6. MATERIALS AND EQUIPMENT: The government will provide all necessary equipment, supplies and materials to include workstations, computers (with internet access), telephone, and other items mutually agreed to fulfill the requirements of this contract.

7. SECURITY REQUIREMENTS FOR UNCLASSIFIED CONTRACTS

a. Listing of Employees. The contractor shall maintain a current listing of employees. The list shall include the employee's name, social security number and type of investigation if contract work involves unescorted entry to Air Force restricted areas or other sensitive areas designated by the installation commander. The list shall be provided to the Program Manager and sponsoring agencies

Security Manager. Upon request, an updated listing shall be provided when an employee's status or information changes.

b. Security Training. The contractor ensures all contractor employees receive initial and recurring security education training from the sponsoring agencies security manager. Training must be conducted IAW DOD 5200.1-R, Information Security Program Regulation, and AFI 31-401, "Information Security Program Management". Contractor personnel who work in Air Force controlled/restricted areas must be trained IAW AFI 31- 101, The Air Force Installation Security

Program. IAW with AIR FORCE INSTRUCTION 33-204 1 APRIL 2004, Communications and

Information, INFORMATION ASSURANCE (IA) AWARENESS PROGRAM, Section D—

Training, 18. General Requirements, all contractor personnel using Air Force information systems will require specialized IA training prior to commencement of duties and responsibilities. Contractor employees will complete the Information Protection Training available either by accessing the

Information Protection training through the AF Portal https://www.my.af.mil or the Advanced

Distributed Learning System website directly -https://golearn.csd.disa.mil/kc/login/login.asp. Documentation of completed training will be maintained by the Education Services Element Chief or designee.

c. 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 IAW

AFFARS 5352.242-9000 Contractor Access to Air Force Installations.

d. 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.

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

f. 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 Beale AFB.

g. For Official Use Only (FOUO). The contractor shall comply with DoD 5400-7-R, 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.

h. 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 the quality assurance evaluator upon selection of award.

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

j. Key Control. The contractor shall establish and implement methods of ensuring all keys issued to contractor personnel 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 and shall return all issued keys to the education services element chief or designee who depart for any reason before or when the contract expires; e.g. terminated for cause, retirement, etc.

1) The contractor shall immediately report to the education services element chief or designee any occurrences of lost or duplicated keys.

https://www.my.af.mil/ https://golearn.csd.disa.mil/kc/login/login.asp

2) 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.

3) 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.

8. 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 the Vegetation Control contract via a secure data collection site. The Contractor is required to completely fill in all required data fields at http://www.ecmra.mil. Reporting inputs will be for the labor executed during the period of performance for each Government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October* of each calendar year. Contractors may direct questions to the CMRA help desk.

*Reporting Period: Contractors are required to input data by 31 October of each year.

Uses and Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and Contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the Contractor name and contract number associated with the data.

User Manuals: Data for Air Force service requirements must be input at the Air Force CMRA link. However, user manuals for Government personnel and Contractors are available at the

Army CMRA link at http://www.ecmra.mil.

9. GLOSSARY OF TERMS:

Commonly used military and education-related acronyms, abbreviations and definitions with which contractor must be familiar:

AEA Assistant Education Advisor

NPSC Non-Personal Services Contract (covers each contract position)

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)

AMC Air Mobility Command

AFMC Air Force Material Command

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

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

AFSOC Air Force Special Operations Command

AFRC Air Force Reserve Command http://www.ecmra.mil/ http://www.ecmra.mil/

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 (test for credit)

DSST DANTES Subject Standardized Test (test for credit)

GED Tests of General Education Development (high school equivalency exam)

SAT Scholastic Aptitude Test (undergraduate entrance exam)

ACT American College Test (undergraduate entrance exam)

GRE Graduate Record Exam (graduate entrance exam--only subject tests on base)

GMAT Graduate Management Admissions Test (specialized graduate entrance exam)

TTT Troops to Teachers program (see DANTES web site)

TA Tuition Assistance (military)

TA Cap Annual per person limit of $4500 (set by Congress for all Services)

SH Semester Hours

QH Quarter Hours

AFAEMS Air Force Automated Education Management System

CCAF Community College of the Air Force

DE Distance Education

DL Distance Learning

PME Professional Military Education

AFIADL AF Institute of Advanced Distributed Learning

AFIT Air Force Institute of Technology

ALS Airman Leadership School

FTAC First Term Airman Center

NCOA Noncommissioned Officers Academy

SNCOA Senior Noncommissioned Officers Academy

Course 14/15 NCOA/SNCOA by correspondence/distance learning program

SOS Squadron Officers School (required PME for AF Captains)

ACSC Air Command and Staff College (required PME for AF Majors)

AWC Air War College (required PME for AF Lt Colonels)

ERAU Embry Riddle Aeronautical University (2, 4 and MS/MBA degrees on base)

YC Yuba College (offers 2 year degree programs and CCAF applicable courses)

MOU Memorandum of Understanding (governs schools operating on base)

VA Veterans Assistance

VEAP Veterans Educational Assistance Program (no longer open to new depositors)

MGIB Montgomery GI 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

AFA Air Force Academy

LEAD Leaders Encouraging Airman Development (for AFA or AFA Prep School)

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)

YC Yuba College (offers 2 year degree programs and CCAF applicable courses)

MOU Memorandum of Understanding (governs schools operating on base)

VA Veterans Assistance

VEAP Veterans Educational Assistance Program (no longer open to new depositors)

MGIB Montgomery GI 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

AFA Air Force Academy

LEAD Leaders Encouraging Airman Development (for AFA or AFA Prep School)

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)