(Attachment_1)_PWS_Family_Support_Center_Community_Readiness_Assistant__20_September_2018.pdf

PERFORMANCE WORK STATEMENT

Administrative Assistant

Airman and Family Readiness Center

Cannon Air Force Base, New Mexico

20 September 2018

FA4855-18-R-0046 Attachment 1 FA4855-18-P-0103 20 September 2018

TABLE OF CONTENTS

SECTION PAGE

1 DESCRIPTION OF SERVICES 3

2 SERVICES SUMMARY 4

3 GOVERNMENT FURNISHED PROPERTY 6

4 CONTRACTOR PERSONNEL 6

5 GENERAL REQUIREMENTS 7

6 APPLICABLE GUIDANCE, PUBLICATIONS, AND FORMS 9

1. Description of Services. This is a Non-personal Service. The Contractor shall provide all personnel, management and other items and services necessary to provide an Administrative Assistant (AA) for the Airman and Family Readiness Center (A&FRC) at Cannon Air Force Base (CAFB) New Mexico in accordance with all federal, state, and local laws and regulations.

1.1. Scope of Work. The AA shall provide administrative and customer service support for the A&FRC and customers. The AA shall greet visitors, conduct customer intake assessments, answer phones, provide information and referral services to customers, and register customers for classes and appointments. The AA shall perform administrative duties such as receiving and distributing mail and correspondence, photocopying and scanning customer records, maintaining paper and electronic files, maintaining the Air Force Family Integrated Results and Statistical Tracking database (AFFIRST), and updating Virtual Military Personnel Flight (VMPF) checklists.

1.2. The AA shall oversee and maintain the Discovery Center Resource library and information areas, which will include duties such as: checking out materials from Discovery Center resource library, inventorying and maintaining supplies for the Discovery Center, assisting customers with operation of computers in the Discovery Resource Center, and performing maintenance and user level troubleshooting of Discovery Center computers and office equipment (such as refilling paper in printers). The AA shall ensure the A&FRC lobby/reception area, the work area, and the Discovery Center have a neat and professional appearance. Neat and professional is defined as magazines straightened, brochures correctly placed in racks, etc. The AA shall be capable of performing activities that involve light lifting, mobility and use of a utility ladder. (I.e. may have to sit on floor to restock book shelves or stand on ladder to reach books or supplies or provide customers with a tour of the A&FRC).

1.3. The AA shall be responsible for frontline customer assistance at the A&FRC. The AA shall provide reception, information and referral services for A&FRC’s visitors/clients and accomplish administrative duties. Such services shall include:

1.3.1. Meet and greet customers upon entry to A&FRC, ensuring all customers are documented in AFFIRST and/or have signed-in for computer use in the Discovery Center.

1.3.2. Administer the customer needs assessment tool and the Statement of Understanding to all customers who require more than just the use of the Discovery Center resources. Ensure all forms are uploaded into the AFFIRST database.

1.3.3. Provide information and assistance to customers, directing customers to appropriate agencies or A&FRC staff members. Make appointments with A&FRC staff for customers or enroll customers in A&FRC classes.

1.3.4 The AA shall provide and/or collect customer service surveys to all customers that meet with A&FRC staff.

1.3.4. Answer the A&FRC main phone line. The nature of the calls can vary from information on A&FRC services, workshop information or registration, making appointments with staff members, forwarding calls to staff members, general base information, etc.

1.3.5. Perform minor troubleshooting on computers, printers, TVs and DVD players, to include keeping printers loaded with paper, clearing paper jams, changing toner cartridges, ensuring cables are connected, assisting with using remote controls, and ensuring customers know how to use equipment.

1.3.6. Post new job listings within one business day of receipt and purge outdated listings within 5 business days of closing.

1.3.7. Assist customers with A&FRC computers and applications. Task include completion of AF Aid forms or showing customers how to access and navigate job search websites. Ensuring shortcut website links on Discovery Center desktops are current and functional. Remove all outdated documents saved on computers.

1.3.8. Update the brochure racks and bulletin boards with provided materials.

1.3.9. Provide Discovery Center facility orientation for Distinguished Visitors (this occurs approximately six times per year).

1.3.10. Check out books and/or DVDs for loan to customers and follow up on return of the items utilizing the AFFIRST log (this occurs three to four times a week).

1.3.11. Ensure Discovery Center usage is tracked and client usage is in accordance with Department Of Defense internet usage policy. Ensure Anti-Virus scans are performed and inform customers of computer usage rules. Ensure computer workstations are clean, neat and orderly.

Wipe down computer workstations and computers as needed.

1.4. The AA shall input and track statistical data using the AFFIRST data tracking system each day and input, scan and upload forms & data sheets as requested by the Contracting Officer Representative (COR).

1.5. The AA shall reproduce materials as needed for the A&FRC and provide assistance to customers faxing approved documents.

1.6. The AA shall maintain a sign-out log to ensure customers checking out the kitchen, conference room, interviewing room, and classroom areas, sign the agreements for usage and return any borrowed equipment and keys.

1.7. The AA shall put together informational binders or packets for A&FRC classes and appointments, scan and upload documents into AFFIRST, and manually input required documents.

1.8. The AA shall maintain voucher binders on all Air Force Aid Society Community Programs.

2. SERVICE SUMMARY (SS).

2.1 The contract service requirements are summarized in performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimally acceptable levels of service required for each requirement. The SS and the Contractor’s Quality Control Plan provide information on contract requirements, the expected level of Contractor performance and, the expected method of Government validation and confirmation of services provided. These thresholds are critical to mission success.

Performance Objective PWS Paragraph

Performance Threshold

Method of Evaluation

SS-1

Customer Service Duties

1.1 thru 1.8

No more than three discrepancies per month

Documented Customer Complaint / Random Surveillance

SS-2

Uploading of Forms into Database

1.1., 1.3.2., 1.4., 1.7 discrepancies not uploaded per month

Surveillance

SS-3

Maintenance of A&FRC Appearance

1.2, 1.3.8.

discrepancies per month

Surveillance

SS-4

Maintenance of A&FRC Equipment

1.2., 1.3.5., 1.3.7., 1.3.11.

Surveillance

SS-5

Timeliness of Assistant

5.2

Surveillance

2.2 Quality Control and Quality Assurance

2.2.1 Quality Control Plan. The Contractor shall provide a Quality Control Plan (QCP) to the CO within than thirty (30) calendar days after contract award. The CO will notify the Contractor of acceptance or required modifications to the plan no later than ten (10) calendar days after submittal. The Contractor shall make appropriate modifications to the plan and obtain acceptance from the (CO) within forty five (45) business days from the date of contract award.

2.2.2. The contractor’s QCP shall include, as a minimum, a description of how the continuity of services will be provided without interruption in contractor performance.

2.2.3. Quality Assurance. The Government will evaluate the Contractor’s performance on the contractor’s ability to perform in accordance with the terms and conditions of the contract. The COR will record all surveillance observations. When an observation indicates defective performance, the COR will ensure the contractor is aware of observations.

2.2.4. Unsatisfactory Work. Performance by the contractor to correct defects found by the Government, as a result of quality assurance surveillance or by the contractor as a result of quality control, shall be at the contractor’s expense and without additional cost to Government.

3. GOVERNMENT FURNISHED PROPERTY. The Government does not anticipate providing providing government furnished property/equipment for this contract.

3.1. Equipment and Supplies: The Government will provide office equipment and supplies required for the performance of this service.

3.2 The AA shall be required to pass an Information Assurance exam and background check to gain access to the Cannon computer network. The COR will coordinate network access.

4.0 CONTRACTOR PERSONNEL

4.1. Contract Manager: the contractor shall provide a contract manager who shall be responsible for the performance of the services. The name of the contract manager shall be provided to the CO in writing prior to the beginning of the first performance period. The contract manager shall read, write, speak, and understand English. The contract manager shall have full authority to act for the contractor on all contract matters relating to daily operations of this contract.

4.1.1 The contract manager shall be available by telephone during normal duty hours for discussions with the COR or CO.

4.2. The contractor shall not employ persons for work on this contract if such employee is identified to the contractor by the CO as a potential threat to the health, safety, security, general well-being or operational mission of the installation and its population.

4.2.1. Contractor personnel shall wear business casual attire, present a neat appearance and be easily recognized as contractor employees. This shall be accomplished by wearing appropriate badges supplied by the contractor which contain the company name and employee name in English.

4.2.2. AA Qualifications. The AA shall have a minimum of one year experience in office management/customer service and shall have working experience in public service type organizations. Experience interacting with front line customers is desired but is not required.

4.2.2.1 The AA shall have professional customer service skills, interactive communication skills, and administrative skills. The AA shall be proficient with Word, Excel, Outlook, and PowerPoint. Social Media skills are highly encouraged.

4.2.3. The contractor shall not employ any person who is an employee of the U.S. Government if employing that person would create a conflict of interest

4.2.4. The contractor is cautioned that off-duty active military personnel hired under this contract may be subject to permanent change of station, change in duty hours or deployment. Military Reservists and National Guard members may be subject to recall to active duty. The abrupt absence of these personnel could adversely affect the contractor’s ability to perform; however, their absence at any time shall not constitute an excuse for nonperformance under this contract.

4.3. Security Requirements. Contractor employees shall require clearance to obtain entry on to Cannon AFB. Anticipate delays in getting vehicles on base and allow time for vehicles to reach their destination by driving designated routes at posted speed limits throughout the base.

Procedures for vehicle access to the base are subject to change without prior notice.

4.3.1 ID Passes and Badges. The contractor is responsible to obtain clearances and/or passes as required for his/her employees to enter Cannon AFB prior to start to work. The contractor shall be responsible for all passes issued to his/her employees under this contract. Applications shall be coordinated through the Contracting Officer. Cannon AFB Security Forces will conduct a background check on employees. Upon termination of employment, the contractor shall be responsible for returning identification cards and base passes to Security Forces within 24 hours.

4.4. Continuation of Essential DoD Contractor Services During Crisis IAW DoDI 3020.41. This service is determined to be non-essential for performance during crisis according to DODI 3020.41, Operational Contract Support, and paragraph 2.c. In the event of crisis, the contractor will be notified by the Contracting Officer of the need to discontinue services due to contingency, base closure or other causes. If notification to discontinue services is not received, the contractor will be expected to continue performance in accordance with this PWS.

5. GENERAL REQUIREMENTS

5.1 Deliverables. All deliverables must be professional and subject to the approval of the CO The contractor shall be responsible for delivering the following end items as specified in accordance with this contract. The deliverables specified herein shall be produced in hard or soft copy using media compatible with Government software applications. The CO may request a hard copy.

Title Date Due Description

Quality Control Plan

Within thirty (30) calendar days after contract award.

See paragraph 2.2.1 for description

5.2. Hours of Operation. The contractor shall perform the services required under this contract during the following hours: Monday thru Friday, 0800-1700. The work day shall not exceed eight hours.

5.2.1. Recognized Holidays. The contractor is not required to provide service on the following days or any other day declared to be a federal holiday by the President of the United States:

New Year’s Day 1 January

Martin Luther King's Birthday Third Monday in January

President's Day Third Monday in February

Memorial Day Last Monday in May

Independence Day 4 July

Labor Day First Monday in September

Columbus Day Second Monday in October

Veteran's Day 11 November

Thanksgiving Day Fourth Thursday in November

Christmas Day 25 December

5.2.1.1. If these holidays fall on Saturday, the preceding Friday will be observed. If these holidays fall on Sunday, the following Monday will be observed. If a holiday falls on a scheduled service day, the Contractor will be responsible for rescheduling services for the first day past the holiday observance.

5.2.2. A&FRC is scheduled to be closed for business on AFSOC Family or Safety days.

Anticipated Safety Days are listed as follows:

Safety Day – Friday; 5 October 2018 Safety Day – Friday; 9 November 2018 Safety Day – Friday; 23 November 2018 Safety Day – Monday; 24 December 2018 Safety Day – Monday; 31 December 2018 Safety Day – Friday; 18 January 2019 Safety Day – Friday; 15 February 2019 Safety Day – Friday; 24 May 2019 Safety Day – Friday; 5 July 2019 Safety Day – Friday; 30 August 2019

(The above dates are subject to final approval by AFSOC. Any changes to the above dates will be provided to the contractor within 1 business day of the change being made.)

5.3.1. Days in which the base is closed unexpectedly or opens late, such as for Snow Days, contractor will be paid. Contractor’s personnel will be contacted by the CO or COR to let them know about delayed reporting or base closure.

5.3.2. The Contractor shall coordinate any work adjustments needed with the CO and COR.

6. APPLICABLE GUIDANCE, PUBLICATIONS, AND FORMS

DoD and AIR FORCE INSTRUCTIONS:

DoDI 1342.22 Military Family Readiness Jul 12 AFI 36-3009 Airman and Family Readiness Centers May 13 AFI 33-332 AF Privacy and Civil Liberties Program Jan 15