Attach 1 x PWS Draft.pdf

PERFORMANCE WORK STATEMENT (PWS)

For

Hill Air Force Base

Airman & Family Readiness Center Part-Time Front Desk Clerk

27 Jan 2020

1. BACKGROUND

The Airman and Family Readiness Center (A&FRC) assists base leadership in identifying family concerns, resolving problems, helping families navigate the military system and promoting family readiness. A&FRC activities and services include the function areas of relocation, transition, employment, personal financial readiness, personal and work-life education, key spouse, family readiness, voting assistance, volunteer resources, military child education, Air Force Families Forever and Gold Star Family Member programs, Exceptional Family Member Program-Family Support, casualty assistance and survivor benefits.

2. SCOPE OF WORK

This is a non-personal service for a Front Desk Clerk supporting the Hill Air Force Base Airman and Family Readiness Center (A&FRC). The Contractor shall provide front desk reception support and information and referral services for Hill AFB employees and their families such as receive telephone calls, greet visitors, ascertain the nature of the call or visit, direct clients to the appropriate program manager in the A&FRC, schedule clients for A&FRC classes, and provide complete and clear information that addresses most routine or procedural issues. This project requires knowledge of military family support programming and extensive knowledge, skills, and abilities associated with this performance work statement. There will be no teleworking allowed due to the nature of the position. The contractor shall supply all services contained in this performance statement of work;

however, these services are not only limited to those areas identified.

3. PERIOD OF PERFORMANCE

The overall period of performance (PoP) for this contract is five years which includes one base year and four option years as seen below.

Period of Performance:

Base Year: 1 Apr 2020 - 31 Mar 2021 Option Yr 1: 1 Apr 2021 - 31 Mar 2022 Option Yr 2: 1 Apr 2022 - 31 Mar 2023 Option Yr 3: 1 Apr 2023 - 31 Mar 2024 Option Yr 4: 1 Apr 2024 - 31 Mar 2025 Option To Extend Services 52.217-8: 1 Apr 2025 - 1 Oct 2025

4. PLACE OF PERFORMANCE

5837 D Avenue Building 150 Hill AFB, UT 84056

5. QUALIFICATIONS

5.1 Contractor will be attired in appropriate business casual clothing while working in the

A&FRC (i.e. no tennis shoes, flip-flops, sweat suits or t-shirts). If authorized by current policy modest jeans may be authorized on Fridays. Hair styles/coloring will be conservative and in good taste.

5.2 The Contractor will be required to complete initial and refresher mission essential computer based training.

5.3 The contractor 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 shall have a strong working knowledge of Web Based applications, MS Office Word, MS Office Excel, and other MS Office Suite Products.

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

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

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

5.7 The Contractor must possess:

• Basic understanding of military protocol and Air Force Terminology

• Excellent customer service skills

• The ability to work with a diverse population

• Above average oral communication skills

• Proficiency in Microsoft Office computer software applications

• Must pass a background investigation in order to obtain CAC for access to installation and necessary computer systems

• Ability to maintain/update simple web-based scheduling and data entry systems

5.8 The Contractor and, as applicable, subcontractor shall not employ persons for work on this contract if such employee is identified as a potential threat to the health, safety, security, general well-being or operational mission of the installation and its population, nor shall the contractor or subcontractor employ persons under this contract who have an outstanding criminal warrant as identified by Law Enforcement Agency Data System (LEADS) through the National Crime Information Center. LEADS checks will verify if a person is wanted by local, state, and federal checks. Contractor and subcontractor personnel must consent to LEADS background checks. Contractor and subcontractor personnel who do not consent to a LEADS check will be denied access to the installation. Contractors shall ensure their employees and those of their subcontractors have the proper credentials allowing them to work in the United States.

6. DESCRIPTION OF SERVICES

6.1 The contractor shall provide services as identified in this Performance Work Statement to provide assistance to the Airman & 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. The US Government in no way shall act in the capacity of supervisor

6.2 The Contractor shall provide information about the A&FRC and base community to A&FRC customers. Duties require calm, confident, and professional demeanor while handling multiple phone-calls and walk-in duties. The Contractor will seek any information required to perform duties in the most efficient manner. The A&FRC will provide the necessary office space and equipment to accomplish the contract requirements, to include general office supplies, monitor, desk, chairs, software, printer and phone.

6.3 The Contractor is responsible for receiving telephone calls, greet visitors, ascertain the nature of the call or visit, direct clients to the appropriate program manager or destination in the A&FRC, schedule customers for A&FRC workshops/classes. The Contractor will present a friendly welcoming environment at all times and personally greet all customers. Calls should be answered directly as often as possible to avoid calls going to voicemail. When voicemail cannot be avoided, messages will be checked and distributed within two hours of receipt.

6.4 The Contractor will maintain workshop scheduling following procedures outlined by the A&FRC Flight Chief. The Contractor will track total number of walk in/call in customers daily and document using current recordkeeping processes prior to departing at the end of the duty day. The Contractor will schedule daily one-on-one customer appointments for staff, following current procedures. The Contractor will complete data entry for workshop attendance, customer statements of understanding, and other utilization data.

6.5 The Contractor will develop, maintain, and update as needed all in-house referral tools such as phone lists, referral databases, front desk referral book, appointment books, etc. The Contractor will ensure all materials in front lobby are updated and replenished on a weekly basis.

6.6 The Contractor will complete customer transactions such as program voucher issuance and sponsor package dissemination. The contractor will provide minor technical help to Discovery Resource Center visitors to include assistance with printing issues and fax machine.

6.7 The Contractor will maintain confidentiality of all individual and family data concerning sensitive, personal or private information made available to the Contractor during execution of his or her duties. Contractor may not remove customer information from the A&FRC. All work will be accomplished in a professional, timely and caring manner.

6.8 In the event of Emergency Family Assistance Center (EFAC) activation, the Contractor will support EFAC operations by providing reception support during standard duty hours.

6.9 The contractor will ensure that the workstation and front lobby are maintained in a clean and orderly manner.

6.10 The Contractor will recognize and acknowledge clientele with cognizance of hierarchy and protocol with reference to military rank, civilian grades, and Wing, Higher Headquarters and Tenant Unit organizations. Contractor must be able to work with a diverse clientele.

7. SECURITY REQUIREMENTS

7.1 Pass and Identification Items

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

7.2 Physical Security

The Contractor shall safeguard all government-owned equipment and materials in his/her possession or use. The Contractor shall not have access to classified information or systems. At the close of each work period, contractor shall secure all equipment and materials in accordance with established procedures. Additionally, all resources provided by the government to assist the Contractor in the performance of their contract will be surrendered upon termination of employment or the end of the contract performance period.

7.3 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.

7.4 For Official Use Only (FOUO)

The contractor 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.

7.5 Traffic laws

The contractor and its employees shall comply with base traffic regulations.

7.6 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 Hill Air Force Base.

7.7 Key Control

The contractor shall establish and comply with methods of making sure all keys issued to the contractor 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.

8. HOURS OF OPERATION

8.1 Normal Hours of Operation

The Contractor shall perform the services required under this contract during Core Business Hours Monday through Friday except Federal holidays, during the core duty hours of 0730-1630, except as noted in individual workload data. Hours of support may vary over the course of the contract. The Contractor shall optimize personnel staffing and manning to match the individual workload requirements and performance criteria between these hours.

8.2 Hours

The Contractor will work Monday-Friday (25-30 hours per week), except on days the A&FRC is closed for holidays, family days, or inclement weather. Contractor will take a 30 minute lunch break between the hour of 11:00 and 12:00 p.m. Daily lunch times will be coordinated with Flight Chief and/or Team Lead. Lunch periods cannot be postponed to be used at the end of the duty day.

8.3 Absences

All requests for absence shall be coordinated with the Flight Chief of A&FRC or designee.

Contractor shall notify the Flight Chief of A&FRC/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 2 weeks’ notice cannot be provided, the contractor, with approval of the Flight Chief of the A&FRC, may adjust the duty schedule to make up no more than 8 hours per month.

Approved vacations shall not exceed more than fourteen (14) consecutive calendar days at one time. No Temporary Substitutes required.

8.4 Recognized Holidays

The contractor is not required to provide service on the following days: New Year’s Day, Martin Luther King Day, Presidents Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veterans Days, Thanksgiving Day and Christmas Day. If the holiday falls on Saturday, it is observed on Friday. If the holiday falls on a Sunday, it is observed on Monday. The Contractor may be required to observe all energy days and/or other down days as directed by OO-ALC Complex Commander and/or AFMC at no cost to the Government.

8.5 Emergency Services

On occasion, services may be required to support an activation or exercise of contingency plans outside the normal duty hours described above. The contractor’s responsibilities for emergency support will be defined in the workload data. This is an unplanned event that would require staff that would need to be able to communicate and perform services for Base infrastructure.

9. POINTS OF CONTACT

Point of contact for this project is the Hill AFB A&FRC Flight Chief, Ms. Kimberly Taylor, reachable by phone at (801) 777-4681 or by email, kimberly.taylor.3@us.af.mil.