ATTACHMENT 1 MFRC HELP DESK PWS_V.2.docx

PERFORMANCE WORK STATEMENT

FOR

ELLSWORTH AFB, SD

MILITARY & FAMILY READINESS CENTER

FRONT DESK CLERK

20 FEBRUARY 2025

*Amended 24 June 2025*

1.0 SCOPE OF WORK

1.1 This is a non-personal service for a Front Desk Clerk supporting the Military & Family Readiness Center (M&FRC) on Ellsworth AFB, SD. The contractor employee will receive telephone calls, greet visitors, ascertain the nature of the call or visit, direct clients to the appropriate program manager in the M&FRC, schedule clients for M&FRC classes, and provide complete and clear information that addresses most routine or procedural issues. The contractor employee shall be responsible for performing various clerical and administrative duties, including entering all required information and data into the Ellsworth AFB Military & Family Readiness Center’s (M&FRC) Air Force Family Integrated Result Statistical Tracking (AFFIRST) database system and other web applications as specified by the Air Force or other authorities.

1.2 Duties shall be performed at 1000 Ellsworth Street, Suite 1500, Ellsworth AFB, SD 57706 (or temporary location if relocation if necessary).

2.0 PERIOD OF PERFORMANCE

2.1 12-month base period and option four (4) 12-month option periods from date of award.

3.0 QUALIFICATION

3.1 The contractor employee shall have a strong working knowledge and capability to operate data entry device(s) to input lists, records, or other data points into an electronic format. Contractor employee shall have a strong working knowledge of Web Based applications, MS Office Word, MS Office Excel, and other MS Office Suite Products.

3.2 Contractor employee shall have, as a minimum, a High School diploma and 2 years of experience in a data entry environment. Contractor employee shall be familiar with standard concepts, practices, and procedures within a customer support and business environment. Contractor employee shall be able to rely on experience and judgment to plan and accomplish goals.

3.3 Contractor employee shall be familiar and capable with using a personal computer and Microsoft computer software applications. Contractor employee shall be able to speak, write, read and understand the English language fluently.

3.4 Education and past experience shall be demonstrated via resume. Include a list of past performance to include verifiable professional references.

3.5 Pursuant to Ellsworth AFB Policy regarding access to Ellsworth AFB, contractor employee must be a U.S. citizen, U.S. Armed Forces military retiree, U.S. military dependent registered in DEERS, or a U.S. government employee.

4.0 HOURS OF WORK

4.1 The contractor employee shall perform the required services as identified during the following hours: Monday through Friday between 0745 and 1615 hours. Lunch will be no more than thirty (30) minutes and shall be coordinated with the appropriate personnel. The contractor employee shall work an estimated 40 hours per week. The contractor employee is not required to perform service on Federal Holidays (10 per calendar year), or designated Ellsworth AFB and AFGSC Family Days. Hours worked not to exceed 1,976 annually.

4.2 All requests for absence shall be coordinated with the M&FRC Flight Chief or designee. Contractor employee shall notify the M&FRC Flight Chief or designee at least two weeks in advance for any planned absence(s) to include vacation time. In the event of illness or family emergency, in which two weeks’ notice cannot be provided, the contractor employee, with approval of the M&FRC Flight Chief, may adjust the duty schedule to make up no more than 8 hours per month. In the event of a Base wide late start, the Contractor employee may coordinate with the M&FRC Flight Chief to make up any time missed due to the delayed start.

4.3 Approved vacations shall not exceed more than fourteen (14) consecutive calendar days at one time.

4.4 All position vacancies during the performance of the contract must be filled with an equally qualified individual in no more than 14 days of vacancy, unless otherwise approved or directed by the Contracting Officer in advance.

5.0 DESCRIPTION OF SERVICES

5.1 The contractor employee shall provide services as identified in this Performance Work Statement to provide assistance to the Military & Family Readiness Center. Tasks are not listed in their priority of importance. The Contractor employee shall take task direction and training from government personnel; however, they directly report to the Prime Contractor, if applicable, for matters concerning employer/employee concerns. Task direction given by the government shall be limited to tasks included in this Performance Work Statement. The US Government in no way shall act in the capacity of supervisor to the contractor employee.

5.2 Contractor employee shall receive telephone calls, greet visitors, ascertain the nature of the call or visit, direct clients to the appropriate program manager in the M&FRC, schedule clients for M&FRC classes and provide complete and clear information that addresses most routine or procedural issues.

5.3 Contractor employee shall input data and resources in AFFIRST and other government systems to include but not limited to scheduling customers for Pre-Separation, Transition Assistance Program Goals, Plans and Success (TAP GPS), Executive Transition Assistance Program (ETAP), Veterans Administration Benefits Briefings I and II, the Education Track, the Technical and Skills Track, the Entrepreneur (Boots to Business) Track, and the Capstone Event. Through direction of the M&FRC Flight Chief, contractor employee shall provide administrative and data input assistance throughout all programs within the M&FRC.

5.4 Contractor employee shall schedule personnel for all A&FRC programs and seminar’s using the AFFIRST system. Contractor may be asked to prepare, print, and fold copies of M&FRC pamphlets for programs. Contractor shall also ensure all marketing handouts are stocked.

5.5 The Contractor employee shall be responsible for monitoring and assisting clients to use QoL-net computers and administrative peripheral equipment such as fax machine, and lobby printers. Contractor employee shall ensure integrity and ensure safeguards are in place to prevent the loss of materials and confidentiality.

5.6 The Contractor employee shall maintain the appearance of the Front Desk. The contractor employee will align chairs, keyboards, materials, publications, and resources on a daily basis. The contractor employee shall report inoperable equipment to A&FRC management.

5.7 The Contractor employee shall maintain accuracy of data and resources in the AFFIRST and DIMS systems. The contractor employee shall input and keep current information on service organizations and make appropriate referrals to both on- and off-base agencies in the systems and for customers.

5.8 The Contractor employee shall determine the needs of clients who call or walk in with a variety of family issues and connect them with appropriate staff, watching for opportunities to raise awareness of A&FRC programs and services.

6.0 DELIVERABLES

6.1 The Contractor employee shall provide the M&FRC Flight Chief a monthly data entry report in the format approved by the M&FRC Flight Chief no later than the fifth working day of the month.

7.0 OTHER SIGNIFICANT FACTORS/QUALIFICATIONS

7.1 Contractor employee shall gain competency and proficiency of duties within thirty (30) calendar days of reporting for work.

7.2 Contractor employee shall dress in appropriate business casual attire while in performance of contract, unless otherwise approved by the M&FRC Flight Chief due to special events or morale days.

8.0 MATERIAL AND EQUIPMENT

8.1 The government will provide all necessary equipment, supplies and materials to include workstations, computer (with internet access), telephone and other materials and equipment to fulfill the requirements of this contract.

9.0 SECURITY REQUIREMENTS

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

9.2 Physical Security. The contractor employee shall be responsible for safeguarding all government property provided for contractor employee use. At the open and close of each work period, contractor employee shall secure all equipment and materials in accordance with established procedures.

9.3 For Official Use Only (FOUO). The contractor employee 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.

9.5 Traffic laws. The contractor employee and its employees shall comply with base traffic regulations. A copy of driver’s license, insurance, and registration must be kept in vehicle at all times on base.

9.6 Weapons, Firearms and Ammunition. Contractor employees are prohibited from possessing weapons, firearms, or ammunition on themselves, or within their contractor employee-owned vehicle, or privately owned vehicle while on Ellsworth Air Force Base.

9.7 Key control. The contractor shall establish and comply with methods of making sure all keys issued to the contractor employee 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. 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 the contractor employees to permit entrance of persons other than contractor employees engaged in performance of contract work requirements in those areas.

9.8 Pandemic Response. All personnel present on Ellsworth AFB are required to follow any and all pandemic response policies established by the base leadership. Personal protective measures (face masks, gloves, hand sanitization, etc.) may be increased or decreased related to the current pandemic conditions on Ellsworth AFB. Contractors performing on Ellsworth AFB will follow the guidance provided by the local work center where contract performance will occur or other government representatives on the base. Contractors that refuse to comply with any and all pandemic response policies may be denied access to the installation which can result in corrective contract actions.