PWS-Customer_Support_Specialist.pdf

RFP No.: FA4830-14-Q-0006 Contract No: FA4830-14-M-S000 Contract Title: Customer Support Specialist

PERFORMANCE WORK STATEMEMENT

for

CUSTOMER SUPPORT SPECIALIST

23 FSS/FSDE

Education and Training Services

Moody Air Force Base, GA

15 March 2014

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Performance Work Statement

TABLE OF CONTENTS

SECTION PAGE

1 DESCRIPTION OF SERVICES 3

2 QUALIFICATIONS 3

3 DUTIES AND RESPONSIBILITIES 3 - 4

4 WORK HOURS/DAYS 5

5 TRAINING 6

6 GOVERNMENT FURNISHED SERVICES AND 6 - 7

EQUIPMENT

7 SECURITY REQUIREMENTS 7 - 9

8 SUBMISSION OF INVOICES 9

9 SERVICES SUMMARY 9

10 RECORDS MANAGEMENT 10

11 ACRONYMS & ABBREVIATIONS LIST 11 - 13

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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, WAPS (Weighted Airmen Promotion System), 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), 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/facility with Windows, Microsoft Word, PowerPoint, Excel and Access is required. Fluency in English speaking, reading, and writing at an exceptional level is required.

Excellent customer service skills and verbal communication skills are essential. Contractor shall have appropriate related professional work or volunteer experience of at least one (1) year. Knowledge of and/or experience with computer/network security is mandatory.

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.

3.1.6. Reviews and approves degree programs; advises students on submitting degree plans and TA requests via Air Force Virtual Education Center (AFVEC). Uploads degree plans and updates education goals.

3.1.7. Provides assistance to departing students to ensure they have no obligations prior

3 of 13 Pages to permanent change of station (PCS), 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 Air Force Automated Education Management System (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. Classroom scheduler and facilitator.

3.2.1. Monitors the use of all education classrooms and ensures requests for classroom reservations are properly recorded to avoid overbooking, and shall ensure classrooms are unlocked at least fifteen (15) minutes prior to scheduled meeting time.

3.2.2. Shall work closely with on-base schools to ensure classrooms are assigned to meet the needs of their course schedules.

3.3. Outreach.

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

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

3.4. Administrative Support.

3.4.1. Provide administrative support as directed by Section Chief or 23 FSS/Chief, Force Development Flight or designee.

3.4.2 . 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.

3.4.3 Attend staff meeting and staff trainings, as directed.

4. WORK HOURS/DAYS:

4.1 Contractor shall work 32.5 hours per week at the Information Learning Center, Bldg. 328, Moody AFB, GA. Contractor work schedule will be 6.5 hours per day, Monday – Friday, for a total of 32 hours per week. Duty hours will begin at 0730 and end at 1430. Contractor will be allowed a 30 minute lunch break during the day, the time will depend on staff and customer

4 of 13 Pages needs. Hours will not be worked on Federal holidays or outside the normal work hours of 0730

– 1630, or when the office is closed for down days and family days. There are (5) Air Combat Command (ACC) Family Days and eleven (11) Federal Holidays during each period of performance.

4.2 Exact days and times of services may be jointly determined by the Contractor and the Government in advance, and may be modified by the Contracting Officer through mutual agreement, according to changing program needs.

4.3 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 Chief, Force Development or designee.

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

Holiday Day Observed New Years Day 1 January Martin L. King Day 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: Inauguration Day is a holiday designated by Congress for observance every four years on January 20 following a U. S. presidential election.

5. TRAINING: Department of Defense/Air Force (DoD/AF) training may be required to fulfill contract obligations. AF will pay contractor’s training fees and attendance time if, as result of the training, it enhances the performance provided by the contractor and benefits the Government. This training must be coordinated through the Contracting Officer prior to the start of the training.

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

6.1. Government Furnished Utilities: The Government shall furnish to the Contractor, 5 of 13 Pages utilities necessary to perform all operations required by this PWS.

6.2. Telephone Services: The Government shall provide telephone service for official use only. This includes long distance service.

6.3. Government Furnished Equipment: An inventory of government-furnished equipment, Appendix II, shall be accomplished no later than five (5) working days prior to contract award, within ten (10) working days of the start of any option periods and no later than ten (10) working days period to the completion of the contract period. The contractor and the COR shall conduct a joint inventory of all government furnished equipment and the contractor shall sign a receipt for all equipment provided by the government. Items of equipment missing or not in working order shall be recorded and the Contract Administrator notified in writing. The contractor and the COR shall jointly determine the working order and condition of all equipment and document their findings on the inventory. In the event of disagreement between the contractor and the COR on the working order and condition of the equipment, the disagreement shall be referred to the Contract Administrator for resolution.

6.3.1. Obtaining Replacement of GFE: The Contractor shall submit requests for replacement of GFE to the COR for processing. Such requests shall specify the reason for the replacement request.

6.3.2. Lost, Damaged or Destroyed GFE: The Contractor shall report all lost, damaged, or destroyed GFE to the COR within 72 hours of discovery.

6.3.3. Equipment Accountability: The Contractor shall be liable for loss, damage, or destruction of government-furnished property or GFE beyond fair wear and tear in accordance with the clause of this contract. In the case of loss, damage, or destruction beyond economical repair to the property and/or equipment, the Contract Administrator shall determine the amount of the contractor’s liability.

6.3.4. Equipment Turn In: The Contractor shall coordinate all equipment to be submitted to the Defense Reutilization Marketing Organization (DRMO) with the COR and the Contract Administrator.

6.3.5. 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.

7. SECURITY REQUIREMENTS.

7.1. 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.

7.2. Key Control. (If applicable) The contractor shall establish and implement methods of making sure all keys issued to the contractor by the Government are not lost or misplaced and

6 of 13 Pages are not used by unauthorized persons. The contractor shall not duplicate any keys issued by the Government.

7.2.1. The contractor shall immediately report to the Chief, Education and

Training any occurrences of lost or duplicated keys.

7.2.2. 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 with no 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, the Government shall replace all locks and keys for that system and the total cost deducted from the monthly payment due the contractor.

7.2.3. 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.

7.3. BASE COMPUTER NETWORK ACCESS. Contractor personnel are required to have access to the 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).

CAC will be issued to the contractor personnel (Customer Support Specialist).

7.4. 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 Government IT Security Officer designated for the networks and systems being accessed(23d CS/SCXS).

7.5. 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.

7.6. SECURITY TRAINING. The Contractor will receive initial and recurring security

7 of 13 Pages education and training from 23 FSS 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.

7.7. Pass and Identification Items. The Contractor shall submit a request for base pass for employee to the Contract Administrator for recommendation of approval by the 23 SFS/S5 (Pass and Registration). The same process will be followed for passes issued to either his or his 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.

7.8. 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. and turning in to the Contract Administrator

7.9. 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.

7.10. Reporting Requirements. Contractor personnel shall report to 23 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 or unclassified defense information.

7.11. 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.

8. 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/.

The Contracting Officer Representative (COR) of the Education Center will verify that all services have been performed in a satisfactory manner and accept services performed by generating, signing, and processing in the system within three working days for payment.

9. 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.

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10. RECORDS MANAGEMENT

10.1. 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.

10.2 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, paragraph 10, 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

10.3 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.

11. 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.

Performance Objective PWS Paragraph

Performance Threshold

SS-1 Professionalism/Customer Service

3.1 No valid customer service

complaints

SS-2 Reviews and approves degree 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 advertising requests

3.3.1 Accurate and timely

requests to 23d FSS Marketing missing no more than 2 deadlines per year.

SS-5 Create, type and maintain memos

3.4.2 No more than five (5)

errors monthly and accountability FSDE memos

9 of 13 Pages https://www.my/af.mil/afrims/afrims/afrims/rims.cfm.4 http://www.ecrma.mil/ http://www.ecmra.mil/

12. TERMINATION: This contract may be terminated in accordance with the termination clause(s) cited within this contract.

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APPENDICES I

A.1. 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) D&B# Dunn and Bradstreet Number (must obtain prior to registering as Gov contractor) 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 schools 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 schools 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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TA Test Administrator 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

A.2. GUIDELINES: Provisions of AFI 36-2306, AFI 36-2201, AFI 36-2305, AFI 36-2605, the AFIADL Catalog/E-Exam Guide, and other applicable examiners’ manuals and DoD/AF Web Portals apply.

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SIGNATURE PAGE

Customer Service Specialist

Review & Acceptance: These signatures indicate review and acceptance of the PWS for the above stated service at Moody AFB, GA. These signatures indicate coordination on this performance plan at the time of development and will remain in effect until changed.

Quality Assurance Program Coordinator (QAPC) Date

Contracting Officer Date

Base Records Manager Date

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