Attachment_1_-_PWS.pdf

RFQ No.: FA4830-14-Q-0006 Contract No: FA4830-14-M-SXXX Contract Title: Customer Support Specialist

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PERFORMANCE WORK STATEMEMENT

for

CUSTOMER SUPPORT SPECIALIST

23 FSS/FSDE

Education and Training Services

Moody Air Force Base, GA

24 April 2014

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Performance Work Statement

TABLE OF CONTENTS

SECTION

1 DESCRIPTION OF SERVICES

2 QUALIFICATIONS

3 DUTIES AND RESPONSIBILITIES

4 WORK HOURS/DAYS

5 GOVERNMENT FURNISHED SERVICES AND EQUIPMENT

6 SECURITY REQUIREMENTS

7 SUBMISSION OF INVOICES

8 SERVICES SUMMARY

9 RECORDS MANAGEMENT

10 CONTRACTOR MANPOWER REPORTING

APPENDIX

11 ACRONYMS & ABBREVIATIONS LIST

12 REFERENCES

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Performance Work Statement

CUSTOMER SUPPORT SPECIALIST

1. DESCRIPTION OF SERVICES: Non-personal services in support of U.S. Air Force voluntary off-duty education program to include, Air Force Professional Military Education (PME) testing programs, Career Development Course (CDC) testing, Air Force Institute for Advanced Distributive Learning (AFIADL) testing programs, Air Education and Training Command (AETC) exams, Defense Language Proficiency Test (DLPT), specialty or certification exams, Weighted Airmen Promotion System (WAPS) Air Force Classification Test (AFCT), Air Force Officer Qualification Test (AFOQT), Defense Language Aptitude Battery (DLAB), Electronic Data Processing Test (EDPT), Oral Proficiency Interview (OPI). The contractor shall provide one (1) part-time customer support specialist for the Education and Training Center, Bldg 328, Moody

AFB, GA.

2. QUALIFICATIONS:

2.1. Knowledge of/experience with AF terminology, office procedures, and education programs plus familiarity with Windows, Microsoft Word, PowerPoint, and Excel is required.

Contractor shall be able to communicate effectively (orally and verbally) with flight members, educators and students. The contractor’s employee filling the position shall have appropriate related professional work or volunteer experience of at least one (1) year. Knowledge of /experience with computers is mandatory.

2.1.1. Within 5 days after contract award, contractor shall submit resume of the individual filling the position.

3. DUTIES AND RESPONSIBILITIES:

3.1. Customer Service:

3.1.1. Performs general education and training customer-service related duties.

3.1.2. Promptly and courteously greets customers, determine the purpose for visit, and serves the customer or refers to the appropriate member of the staff or resource material.

3.1.3. Schedules counseling and testing appointments, as requested.

3.1.4. Answers telephone calls and provides information and/or refers as appropriate.

3.1.5. Interviews and assists students applying for tuition assistance (TA) and related actions.

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3.1.6. Reviews and approves academic institution degree programs/plans submitted by students in Air Force Automated Education Management System (AFAEMS) for authorization of TA; provides guidance to students on submitting degree programs/plans and tuition assistance (TA) requests via Air Force Virtual Education Center (AFVEC). Uploads degree programs/ plans and updates education goals.

3.1.7. Provides assistance to departing students to ensure they have no obligations prior to permanent change of station (PCS), temporary duty (TDY), or separation.

3.1.8. Reviews education records of members out-processing for separation and retirement, and ensures the virtual out-processing program is properly updated.

3.1.9 Utilize AFAEMS to input information and provide guidance to students. Update counseling notes and files documents in digital file folder, as needed.

3.1.10 Maintains all publicity materials and forms that are necessary to accommodate

Information Learning Center (ILC) visitors.

3.2. Outreach:

3.2.1. Review and submit requests for advertising to 23d FSS Marketing.

3.2.2 Update and maintain AFVEC content to inform students of education/training news.

3.3. Administrative Support:

3.3.1. Provide administrative support to Section Chief or 23 FSS/Chief, Force Development Flight or designee.

3.3.2 . Use word processor/publishing software to create, format, modify, edit, and print a variety of letters, reports, memos, graduation programs, and other textual documents.

Ensures proper coordination and distribution of letters, reports, and memos. Type, maintain and submit appointment letters to appropriate office.

3.3.3. Attend staff meeting and staff training, as requested.

4. WORK HOURS/DAYS:

4.1. Contractor shall work 30 hours per week at the Information Learning Center, Bldg. 328, Moody AFB, GA. Contractor work schedule will be 6 hours per day, Monday – Friday, for a total of 30 hours per week. Duty hours will begin at 7:30 and end at 2:30. Contractor will be allowed an hour lunch break during the day, the time will depend on staff and customer needs. Hours will not be worked on Federal holidays or outside the normal work hours of 7:30 – 2:30, or when the office is closed for down days and family days.

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4.2. The Contractor will notify the Section Chief or designee in advance if unable to work at a designated time. The Contractor shall be responsible for providing a substitute-service provider of equal qualifications if the successful quoter is not available for a period of one (1) week or more.

Any such substitute must be pre-approved by the Contracting Officer.

4.3. Recognized Holidays: The contractor is not required to provide service on the following days:

Holiday Day Observed New Year’s Day 1 January Martin Luther King Jr’s Birthday Third (3rd) Monday in January Washington’s Birthday Third (3rd) Monday in February Good Friday Friday before Easter (This is a DOL Wage

Decision Holiday) Memorial Day Last Monday in May Independence Day 4 July Labor Day First (1st) Monday in September Columbus Day Second (2nd) Monday in October Veterans’ Day 11 November Thanksgiving Day Forth (4th) Thursday in November Christmas Day 25 December

Note: There are five (5) Air Combat Command (ACC) Family Days during each calendar year.

5. GOVERNMENT FURNISHED SERVICES (GFS) AND EQUIPMENT (GFE): The Government will provide the following facilities, equipment, materials, services, technical order, publications, and forms

5.1. Government Furnished Services: The Government shall furnish to the Contractor, services necessary to perform all operations required by this PWS.

5.2. Telephone Services: The Government shall provide telephone service For Official Use Only. This includes long distance service.

5.3. The Government will provide office supplies and materials necessary to carry out the duties outlined in this PWS. Contractor should notify the Section Chief if additional supplies or materials are needed to carry out duties.

6. SECURITY REQUIREMENTS.

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

6.2. Base Computer Network Access: Contractor personnel are required to have access to the

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Government Local Area Network (LAN). The Government and the contractor personnel shall follow the requirements in accordance with AFFARS 5352.242-9001- COMMON ACCESS CARDS (CACs) FOR CONTRACTOR PERSONNEL (NOV 2012). A CAC will be issued to the contractor (Customer Support Specialist).

6.3. The contractor shall achieve the same level of trustworthiness for its personnel as required for Government personnel with similar access to automated information systems (AISs) and networks containing DoD Sensitive Information (SI). The contractor shall meet the personnel security requirements for Automated Data Processing (ADP) access in DoD 5200.2-R, Personnel Security, for employees or subcontractor’s employee that require access to Government information technology (IT) systems or DoD SI, or are involved in developing, delivering, or supporting IT systems and services, or safeguarding DoD sensitive information within Government or contractor systems. The contractor shall classify ADP/IT or related positions, submit appropriate paperwork for background investigations or proof of a favorable adjudication, and ensure individual receives requisite training and document compliance. Personnel background investigation and training must be initiated before access to DoD AIS/networks or DoD SI is allowed. Following contract award, details for completing and forwarding forms for requesting an investigation will be coordinated with the COR.

6.4. The Contractor agrees to utilize only experienced, responsible and capable individuals as Customer Support Specialist in the performance of the work. The Contracting Officer may terminate the contract or require that the Contractor remove employees who endanger persons or property, or whose continuity under this contract is inconsistent with the interests of military security.

6.5. Security Training: The Contractor will receive initial and recurring security education and training from 23d FSS Security Manager. Training must be conducted IAW DOD 5200.1-R, Information Security Program Regulation, and AFI 31-401, "Information Security Program Management".

6.6. Pass And Identification Items: The Contractor shall submit a request for base pass for employee(s) to the Contract Administrator for recommendation of approval by the 23d SFS/S5 (Pass and Registration). The same process will be followed for passes issued to subcontractor’s employees under this contract. The contractor will be responsible for turning in any base passes to the Contract Administrator upon termination of employment or completion of contract, prior to payment of final invoice.

6.7. Retrieving Identification Media: The Contractor shall retrieve all identification media from employees who depart for any reason before the contract expires; e.g. terminated for cause, retirement, etc. and turning in to the Contract Administrator.

6.8. 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 the installation.

6.9. Reporting Requirements: Contractor personnel shall report to 23d FSS/Chief, Force Development Flight or designee any information or circumstances of which they are aware of that may pose a threat to the security of DoD personnel, contractor personnel, resources, and classified

7 of 12 Pages or unclassified defense information.

6.10. Traffic Laws: The Contractor and its employees shall comply with all federal, state, local and base traffic regulations. The use of cell phones without a true “hands free” device, while operating any vehicle is prohibited on all DoD installations. Violation may result in denial/revocation of installation driving privileges.

7. SUBMISSION OF INVOICES. The Contractor shall submit and process invoices for payment using Wide Area Workflow (WAWF) in accordance with DFARS 252.232-7003 Electronic Submission of Payment Requests and Receiving Reports.Contractors shall access and register with the WAWF system by visiting https://wawf.eb.mil/.

7.1. The COR will verify that all services have been performed in a satisfactory manner and accept services performed by generating, signing, and processing the invoice in WAWF within three working days for payment.

8. SERVICES SUMMARY (SS). The purpose of this paragraph is to state the performance objectives, the paragraphs herein to which the performance objectives refer, and the performance standards to determine the overall effectiveness of services delivered to the Government. The SS will be used in evaluating contractor performance. Surveillance of performance objectives will be conducted on a monthly basis.

9. RECORDS MANAGEMENT

9.1. All records, files, and documents, regardless of media (e.g., paper, electronic, etc.), as described in this PWS, which are the responsibility of the Contractor are the property of the Government and shall remain so upon termination or completion of the contract.

Performance Objective PWS Paragraph

Performance Threshold

SS-1 Professionalism/Customer Service

3.1 No valid customer service

complaints

SS-2 Reviews and approves degree programs/plans

3.1.6 No more than three (3)

plans approved incorrectly per month

SS-3 Utilize AFAEMS to input information and provide guidance

3.1.9 Concise counseling notes

in AFAEMS in 90% of updates.

SS-4 Review and submit requests for advertising

3.2.1 Accurate and timely

requests to 23d FSS Marketing missing no more than two (2) deadlines per year

SS-5 Create, type and maintain letters, reports and memos

3.3.2 No more than five (5)

errors monthly

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9.2. The Contractor shall keep these item(s) current and maintain and dispose of them in accordance with the requirements established in AFI 33-322, Records Management Program, AFMAN 33-363, paragraph 6.4, AFMAN 33-364, paragraph 2.10 and the Air Force Records Disposition Schedule which may be accessed from the following web address:

https://www.my/af.mil/afrims/afrims/afrims/rims.cfm.4

9.3. Records shall be turned over to the Government upon completion of the contract unless otherwise stated. All records are subject to the Freedom of Information and Privacy Act. The Moody AFB Records Management Office (23 CS/SCXKR), 257-3500, will provide assistance and training to the Contractor to ensure compliance with federal record keeping requirements.

10. 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 Customer Support Specialist at Moody AFB via a secure data collection site. The Contractor is required to completely fill in all required data fields using the following web address:

http://www.ecrma.mil. Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30.

While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year beginning with 2014. Contractors may direct questions to the help desk at http://www.ecmra.mil.

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APPENDIX

11. ACRONYMS & ABBREVIATIONS LIST: Commonly used military education and training related acronyms, abbreviations and definitions with which contractor must be familiar:

ACC Air Combat Command (HQ at Langley AFB, VA) ACSC Air Command and Staff College (required PME for AF Majors) ACT American College Test (undergraduate entrance exam) AETC Air Education and Training Command (HQ at Randolph AFB, TX) AFA Air Force Academy AFAEMS Air Force Automated Education Management System AFCT Air Force Classification Test AFELA Air Force Education Leave of Absence AFIADL AF Institute of Advanced Distributed Learning AFIT Air Force Institute of Technology AFMC Air Force Material Command AFOQT Air Force Officer Qualification Test AFRC Air Force Reserve Command AFROTC Air Force Reserve Officer Training Corps AFSOC Air Force Special Operations Command AFSPC Air Force Space Command (HQ at Peterson AFB, CO) ALS Airman Leadership School AMC Air Mobility Command ANG Army National Guard ASVAB Armed Services Vocational Aptitude Battery ATCO Alternate Test Control Officer AU Air University AUSIS Air University Student Information System AWC Air War College (required PME for AF Lt Colonels) BESC/BESP Base Education Services Center/Base Education Services Program BOJT Base On the Job Training BPA# Blanket Purchase Agreement Number CCAF Community College of the Air Force CDSAR Course Development and Student Administration/Registrar System CDC Career Development Course CLEP College Level Examination Program (test for credit) Course 12/14 SNCOA by correspondence Course 5 SNCOA by computer assisted distance learning program CTA Civilian Tuition Assistance (available to permanent ACC civilians only) DANTES Defense Activity for Non-Traditional Education Support DE Distance Education

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DL Distance Learning DLAB Defense Language Aptitude Battery DLPT Defense Language Proficiency Test DMDC Defense Manpower Data Center (website for DLPT/DLAB/AFCT testing) DSST DANTES Subject Standardized Test (test for credit) DVA Department of Veterans Affairs ECI Extension Course Institute (old name for AFIADL) EDPT Electronic Data Processing Test ESC Education Services Center ESS Education Services Specialist ET Education Technician EXCELSIOR Formerly New York Regents (popular external degree program) FTAC First Term Airman Center GED Tests of General Education Development (high school equivalency exam) GMAT Graduate Management Admissions Test (specialized graduate entrance exam) GRE Graduate Record Exam (graduate entrance exam--only subject tests on base) LEAD Leaders Encouraging Airman Development (for AFA or AFA Prep School) MAJCOM Major Command (major divisions within the Air Force) MAT Miller Analogies Test (graduate entrance exam) MGIB Montgomery GI Bill (DVA education benefit) Mil TA Military Tuition Assistance MOU Memorandum of Understanding (governs institutions operating on base) NCOA Noncommissioned Officers Academy NPSC Non-Personal Services Contract (covers each contract position) OPI Oral Proficiency Examination – Interview exam given over the phone OPR Office of Primary Responsibility OTS Officer Training School (requires baccalaureate degree) PACAF United States Air Forces Pacific (HQ at Hickam AFB, HA) PCA Permanent Change of Duty (changing jobs but remaining at current base) PCS Permanent Change of Station (relocating to a new base) PME Professional Military Education POC-ERP Professional Officer Course-Early Release Program (requires 2yrs college) PRAXIS National Teacher Certification Exam (Includes general and subject tests) PWS Performance Work Statement QH Quarter Hours SAT Scholastic Aptitude Test (undergraduate entrance exam) SH Semester Hours SII Strong Interest Inventory SNCOA Senior Noncommissioned Officers Academy SOAR Scholarships for Outstanding Airmen to ROTC SOC Servicemembers Opportunity College (All on base institutions are SOC) members) SOS Squadron Officers School (required PME for AF Captains) TA Tuition Assistance (military) TA Cap Annual TA permitted per active duty member (set by Congress) TBAS Test of Basic Aviation Skills TCO Test Control Officer TDY Temporary Duty (involves official orders to travel to a temporary location)

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TE Test Examiner TTT Troops to Teachers program (see DANTES web site) USAFE United States Air Forces Europe (HQ at Ramstein AFB, GE) VA Veterans Assistance VEAP Veterans Educational Assistance Program (no longer open to new depositors) WAPS Weighted Airman Promotion System

12. REFERENCES: Contractor will reference the following Air Force instructions and or guides. AFI 36-2306, Voluntary Education Program and AFI 36-2305, Educational Classification and Coding Procedures when providing guidance on education services such as tuition assistance, out-processing, degree programs/plans and reviewing/approving degree programs/plans. AFI 36-2201, Technical and Base Military Training Evaluation, AFI 36-2605, Air Force Military Personnel Testing System, and AFIADL Catalog/E-Exam Guide when providing guidance on or schedule testing appointments.