FA4801-11-T-0015 CSAC SOW.doc

STATEMENT OF WORK

CUSTOMER SERVICE AND AUTOMATION CLERK

1. DESCRIPTION OF SERVICES:

Non-personal services as Customer Service and Automation Clerk (CSAC) in support of the United States Air Force voluntary education program at (base).

2. QUALIFICATIONS:

Must have:

a. Two years office work experience in government or commercial setting.

b. General knowledge of education opportunities available for military volunteer off-duty education programs.

c. Knowledge of word processing automation software functions to support office operations and produce a variety of textual documents, such as letters, reports, memos and form letters.

d. The CSAC shall be knowledgeable and skilled in the following areas:

Microsoft Excel

Microsoft Word

Microsoft Outlook

Air Force standards in Office Automation

AFAEMS (Air Force Automated Education Management System). AFAEMS is unique to Education Services and training will be provided by the government)

e. Ability to communicate in English, both orally and in writing.

f. Identification card which provides access to base.

3. BASIS FOR SERVICE:

Scheduling of calls for units will be made by the Education Services Officer (ESO). One unit will equal a block of four work hours and is established on an on-call basis. Five to ten work units a week are anticipated. Units are typically called for in the following formats -- 0730-1130, 1230-1630, and/or 1000-1400 – depending upon the needs of the Education Center.

a. Payment will be made only for the units called for and performed on a monthly basis. The contractor will submit an invoice to the Education Services Officer or designee no later than the last workday of the month for certification of sessions performed. Pro-rated payment is not allowed when full units are not performed.

4. BASE NETWORK ACCESS:

Access to the military base network and a base email account is necessary in the performance of these duties. The government will initiate the necessary security clearance paperwork and assume the cost of the background clearance check.

5. SPECIFIC DUTIES

a. The CSAC shall provide the services identified below.

(1) Performs initial interview and screening of customers to determine education needs and goals and provides appropriate referral to counselors or other staff members as required.

(2) Advises and determines eligibility regarding enrollment in on-base college courses, Community College of the Air Force (CCAF), Air Force Institute of Advanced Distributed Learning (AFIADL), Defense Activity for Non-Traditional Support (DANTES) testing, Air Force Tuition Assistance (AFTA) program and Spouse Tuition Assistance Program (STAP). Refers individuals to guidance counselors when in-depth evaluation and counseling is required.

(3) Assists in the management of the customer service counter. Based upon knowledge of the organization and its programs and operations, answers non-technical requests for information and refers visitors or telephone calls to appropriate counselor or staff member for technical information.

(A) Promptly and courteously receives, greets, and answers questions from visitors and telephone calls.

(B) Properly screens and refers those contacts needing staff attention.

(C) Maintains a positive professional image and working relationship with the public, clients and education staff members.

(D) Maintains all publicity materials and forms that are necessary to accommodate walk-in customers.

(4) Provides direct clerical, administrative and other support to Education Services Center programs in compliance with appropriate regulatory guidance.

(A) Enrolls eligible military and civilians in Professional Military Education (PME) using MilPDS or current AF automated data entry system.

(B) Inputs course enrollments, term grades, and withdrawals and reimbursements into AFAEMS.

(C) The CSAC will prepare, maintain and distribute official letters/e-mails for individuals who receive a failing grade, an incomplete grade, a withdrawal or no grade for collection purposes and track suspense dates assigned.

(D) Initiates and processes all paperwork associated with failures and disenrollments, AFTA authorizations as well as collection actions and requests for waiver of AFTA reimbursements through AFAEMS system.

(E) The CSAC will initiate Pay Adjustment Authorizations (DD Form 139) or Cash Collection Vouches (DD Form 1131) for individuals who are indebted to the government.

(F) Provides accurate, up-to-date reports or inventories, as required.

(G) Accurately and properly submits documentation required for various administrative actions.

(H) Ensures accuracy of all data inputs.

(I) The CSAC will enter grades received from the courses that were invoiced in the AFAEMS database within 5 workdays after receipt.

(J) Schedules tests/exams in AFAEMS.

(K) Assists Base Training, Civilian Training, and Formal Training. Manages computer products, updates education and training data, and inquires and extracts on-line data.

6. GOVERNMENT FURNISHED MATERIALS:

The government will furnish any materials, equipment, or property relevant to this position.

7. SPECIAL REQUIREMENTS:

a. The contractor may be required to attend government sponsored training due to the unique programs in Air Force Education Centers. The Air Force is the only DoD military branch with a fully accredited community college and the automated AFAEMS system is unique. DoD also uses other unique automated accounting systems. Expenses for required training will be invoiced by the contractor and reimbursed in accordance with the Civilian Joint Travel Regulation.

b. The contractor will notify the ESO of designee in advance if they are unable to work at a designated time.

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