UPDATED PERFORMANCE WORK STATEMENT ROBINS AFB 2020 - 14 May.pdf

PERFORMANCE WORK STATEMENT

FOR 78 FSS AIRMAN & FAMILY READINESS (A&FRC)

Administrative Assistant Dated: 14 May 2020

PR #F3QTAK0098A001

1.0 SCOPE OF WORK:

1.1 The contractor will 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. The contractor shall be responsible for performing various clerical and administrative duties, including conducting customer intake assessments, providing information and referral, marketing A&FRC programs, administrative and customer services tasks, as well as a variety of technical computer support functions. The contractor shall input all data as required and maintain currency within the Air Force Family Integrated Result Statistical Tracking (AFFIRST) database system, Department of Defense Transition Assistant Program (DOD TAP) web application, and other web applications as specified by Air Force or other authorities; all requiring independent judgment. In addition, this position requires initiative, customer focused sensitivity, and discretion. Position will also serve as a back up to A&FRC Community Readiness Assistant as described further within. Position will involve light lifting (up to 20 lbs) and will require mobility (i.e. may have to sit on floor to inspect connections).

1.2 General Location: The work is to be performed at Robins AFB, GA A&FRC, Building 794.

2.0 HOURS OF WORK: Services shall be performed 40 hours per week, during the times A&FRC is open which currently is Monday through Friday from 0730-1630. Lunch breaks will be for one hour and must be taken between the hours of 1100-1300, with any deviation approved by the Chief of A&FRC. Services are not required and will not be paid for on Federal Holidays, Family Days or Energy Days. Federal Holidays are New Year’s Day, Martin Luther King Jr.’s Birthday, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day, and Christmas Day. If Contractor personnel is required to attend A&FRC job related meetings or trainings outside the normal duty hours, contract personnel shall adjust their schedule so as not to exceed 40 hours for the week. All work will be performed during the above times or exceptions;

overtime will not be required.

2.1 Period of Performance: FY20 – TBD

3.0 CONTRACTOR PERSONNEL: Contractor personnel shall have knowledge of A&FRC functions, speak and write the English language fluently; have competent working knowledge regarding operation of Dell compatible personal computers; and have independent, proficient knowledge of Microsoft Office products.

3.1 Absences and Personnel Substitutions: Contractor shall notify the Chief of A&FRC and the Contracting Officers Representative (COR) at least two weeks in advance for any planned absence(s). Hours may be adjusted with prior approval from designated representative in advance of work performed at which time there will be an adjustment to the duty day. In the event that the absence is greater than fourteen (14) calendar days the contractor shall provide a suitable substitute of equal qualifications at no additional cost to the government. Approved vacations shall not exceed more than fourteen (14) consecutive calendar days at one time. All requests for absence shall be approved by the Chief of A&FRC. Contract shall give consideration to the impact absences will have upon A&FRC mission.

4.0 DESCRIPTION OF SERVICES:

4.1 A&FRC Administrative Assistant: Assist A&FRC staff in providing a full range of services in the following areas: financial and family life education, transition assistance, careers and spouse employment, relocation information, family readiness, and all other A&FRC services to authorized clients who seek assistance from the A&FRC. In providing the services listed herein the contractor shall coordinate with the Community Readiness Consultant/Specialist who is responsible as core compliance expert. Contractor personnel shall be responsible with assisting customers upon their entrance to the A&FRC. The Contractor shall provide reception services for A&FRC visitors/clients, check/pick-up and sign for A&FRC mail delivered to the mailbox and/or by carrier, and accomplish customer service and administrative duties as required.

4.2 Discovery Resource Center Customer Assistance: Provide assistance to clients who utilize DRC computer resources. Serve as initial point of contact for all DRC software, hardware and user problems. Assist with the operation of computer-based programs, as specified in requirements below, and all other A&FRC programs. Position shall augment I&R services (listed in para. 4.1) to include receiving telephone calls and class scheduling.

5.0 DUTIES AND RESPONSIBILITIES: Contractor personnel shall:

5.1 Open the A&FRC Front Desk and DRC, to include the following:

5.1.1 Turn on lights, fans, and equipment; log computers onto main menus; stock printers with paper; and ensure daily sign-in log is current.

5.1.2 Inventory computer equipment at the beginning of each shift. Report loss or damage to the Equipment Custodian within 30 minutes.

5.1.3 Ensure adequate housekeeping is accomplished each day to maintain a neat, clean and professional environment at all times (i.e., dusting, straightening papers, cleaning surfaces/ floors, stocking materials, etc.)

5.2 Provide services to authorized A&FRC clients, to include the following:

5.2.1 Meet and greet customers upon entry to A&FRC, ensuring all customers are logged/ updated in AFFIRST and/or have signed in for computers in Discovery Center.

5.2.2 Will assist with the administration of Personnel Readiness Inventory (PRI) or future A&FRC assessment tool along with Statement of Understanding to all customers arriving/ waiting for appointments with Community Readiness Consultant or Specialists (CRC/CRS) or other A&FRC staff.

5.2.3 Will provide Information and Referral (I&R) assistance to phone and walk-in customers, and other phone customers in the absence of the Community Readiness Assistant when needed, directing customers to appropriate A&FRC staff member as necessary.

5.2.4 Provide knowledgeable information regarding referral agencies to include, but not limited to, those listed in the DRC, www.MilitaryHomefront.dod.mil and www.MilitaryOneSource.com.

5.2.5 Assist clients with technical questions concerning use of computer programs and formatting of materials to be printed, such as but not limited to resumes and OF-612, Job Application Form.

5.2.6 Answer A&FRC phone line within three (3) rings (unless assisting another client), assist callers with A&FRC services and class information and registration if requested, and direct calls to appropriate staff member. Make appropriate A&FRC Staff appointment bookings on customer’s behalf.

5.2.7 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, ensuring customers know how to use equipment.

5.2.8 Coordinate with A&FRC personnel when necessary to ensure customers receive correct information and/or are referred to appropriate resources and assistance.

5.2.9 Maintain Discovery Center notebooks and literature, ensuring Core Compliance A&FRC staff are notified when materials need to be replenished.

5.2.10 Ensure Discovery Center is neat and organized. This includes updating resource racks and shelves as new materials become available, discarding outdated material, and ensuring materials are in correct locations. Straightening materials, removing trash, wiping furniture down as necessary, removing, or relocating to appropriate location non-A&FRC marketing materials.

5.2.11 Ensure printer/copier is always supplied with paper and toner, notifying A&FRC Chief or NCOIC when more supplies are required.

5.2.12 Provide orientations of the Discovery Center for walk-in customers and workshop participants. Update and provide handouts as appropriate http://www.militaryhomefront.dod.mil/ http://www.militaryonesource.com/

5.2.13 Ensure all customers sign in to the A&FRC to document usage of Discovery Center and A&FRC programs.

5.2.14 Ensure all customers visiting the A&FRC for something other than the Discovery Center complete and sign the Statement of Understanding forms.

5.2.15 Conduct weekly checks of client computer usage, insuring that computers are being used for job search functions, relocation issues, deployment contacts, and not for unauthorized Internet sites. Ensure computer workstations are clean, neat, and orderly. Wipe down computer workstations and computers on a daily basis. Ensure Anti-Virus scans are performed daily.

Enforce computer usage rules.

5.2.16 Input and track Discovery Center and A&FRC visits in the AFFIRST data tracking system as needed throughout the day.

5.2.17 The Contractor shall clear user CAC/PKI certificates from Internet Explorer at least weekly

5.2.18 The contractor shall clear the temporary Internet files folder weekly

5.2.19 The contractor shall check for current operating system software weekly and install updates to system and applications (programs) as needed.

5.3 Maintain sign-in logs for the A&FRC, DRC computer room. Ensure each client signs the log upon arrival.

5.4 Maintain accountability statistics on client-used resources. Develop charts, logs, and statistical summaries as directed by A&FRC management

5.5 Document client contact statistics and resource use in Air Force Family Integrated Results Statistical Tracking (AFFIRST) daily.

5.6 Be responsible for general housekeeping. Areas shall have a neat, clean and professional appearance at all times.

5.7 Contractor or designated representative shall attend and record weekly A&FRC staff meetings to ensure compliance with agency vision, mission. Typed staff meeting minutes will be completed/provided NLT 2 working days after staff meeting for distribution to A&FRC personnel on the shared drive.

5.8 Work closely with A&FRC leadership to address concerns with the DRC.

5.9 Invoice monthly for services rendered. Time off not covered by a replacement will not be compensated for, and will be subtracted from the invoice for that month. Contractor cannot bill for days service is not required when A&FRC is closed as outlined in para 2.0. Contract will be billed for in hourly units, not smaller than quarterly hour increments.

5.10 Contractor shall input all TAP data and resources in the AFFIRST and DOD TAP systems to include but not limited to scheduling clients for Pre-Separation, Transition Assistance Program Goals, Plans and Success (TAP GPS), Executive Transition Assistance Program (ETAP), Veterans Administration Benefits Briefings I and II, the Education Track, the Technical and Skills Track, the Entrepreneur (Boots to Business) Track, and the Capstone Event. This information shall be maintained at 90% accuracy at all times.

6.0 SECURITY REQUIREMENTS:

6.1 Physical Security: Contractor shall be responsible for safeguarding all Government property provided for use. At the end of each workday, ensure Government facility, equipment and materials are secure.

6.2 Pass and Identification: Contractor shall obtain and display all Government and contractor identification as required. Contractor shall return all Government issued identification and vehicle passes at contract expiration or termination thereof.

6.3 Traffic Laws, Weapons, Firearms and Ammunition: Contractor shall comply with all base traffic regulations. Contractor employees are prohibited from possessing weapons, firearms, or ammunition on themselves or within their contractor-owned or privately owned vehicle while on Robins AFB.

6.4 Key Control: Contractor shall safeguard and ensure Government furnished keys are not lost, misplaced or used by unauthorized individuals. Contractor shall not duplicate any Government furnished key and shall report immediately to the Chief A&FRC the loss thereof not later than the next workday after discover of loss. In the event keys other than master keys are lost or duplicated, the contractor may be required by written direction of the Contracting Officer, to rekey or replace the affected lock or locks at no cost to the Government. The Government may however, replace any affected lock(s) or perform re-keying and deduct such cost from the monthly payment due the contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government, and the total cost of replacement shall be deducted from the next monthly invoice submitted for payment by the contractor.

6.5 Contractor personnel must have, or be qualified to obtain, a favorable National Agency Clearance (NAC) check in order to obtain a CAC (Common Access Card) card and LAN access.

Cost for CAC card will be paid for by Government.

7.0 JOB QUALIFICATIONS:

7.1 Must be proficient in applying and troubleshooting Microsoft Office Suite applications to include MS Windows, MS Word, MS excel, MS PowerPoint and must quickly become proficient on other available resource software in order to maintain integrated reports using Microsoft Word with Excel spreadsheet and data analysis

7.2 Basic communication skills appropriate in the professional environment of the A&FRC.

Therefore, some college education is required; or a minimum of one-year experience working in an Air Force A&FRC, or a similar helping service agency environment will be a suitable substitute.

7.3 Contractor should have a basic understanding of military protocol, support group organizations, understanding of family systems in a military setting, and poses the ability to communicate and work effectively with a diverse population.

7.4 Contractor is expected to comply with reasonable dress and grooming standards based on comfort, productivity, health and safety. Contractor attire will be in good repair, and should not be considered offensive, disruptive, or unsafe.

7.5 If the Applicant is a sole proprietor they shall submit, at a minimum, their resume with at least two work related references to demonstrate qualifications of personnel that will be performing contract duties. References cannot be from family members or friends. If the Applicant is from a staffing agency, they do not have to submit a resume for the person being recommended. Regardless, since the contract award will be based solely on price, by signing the face page of the solicitation the Applicant is affirming that they can meet all the requirements set forth in this PWS.

7.6 Contractor shall have a good record of and maintain at a minimum, satisfactory punctuality rate and attendance record. Satisfactory is defined as not having derogatory and/or negative comments concerning punctuality or attendance. A satisfactory record of attendance and punctuality may also be verified/defined in accordance with commercial standards for authorized time-off.

8.0 Government-furnished Property and Support: The Government will provide the following at no cost to the Contractor:

8.1 Contractor personnel shall be required to attend or take training deemed essential or mandatory by Air Force Directives and Instructions or Airmen & Family Readiness Center Chief.

If required, cost of training, to include travel/mileage, will be paid for by A&FRC. All other training deemed necessary by Contractor will be paid for by Contractor.

8.2 The Government shall provide training on all computer-based systems used by the A&FRC with the exception of Microsoft Office (Contractor shall be proficient in this area). The Government shall also supply/furnish the necessary workspace, desk, personal computer, associated equipment and office supplies necessary for normal daily office functions. The contractor shall be responsible for safeguarding all government property provided for contractor use.

8.3 The Government shall provide telephone service for official use only. Government furnished phones will not be used for personal business or company business.

8.4 All necessary office supplies required in performance of this requirement.

8.5 The A&FRC will be responsible for providing the necessary paperwork to get contractor’s personnel access the Robins AFB. Contractor is responsible for ensuring personnel complete required documents within 24 hours so computer access can be obtained in a timely manner.

Contractor personnel will be required to pass an Information Assurance exam to gain access to the network, and have a favorable Security background check.

9.0 PRIVACY ACT:

9.1 Work on this contract may require that Contractor have access to Privacy Information.

Contractor shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a.

10.0 PERFORMANCE EVALUATION MEETING:

10.1 The contract manager may be required to meet with the Chief A&FRC and the contracting officer. Meetings shall be as often as necessary as determined by the contracting officer.

11.0 OTHER ABSENCES: The Contractor shall notify the Chief A&FRC when absences will occur. If Contractor has an absence of more than 2 day, they must provide a substitute with comparable skills.

12.0 APPLICABLE PUBLICATION AND FORMS: The Contractor shall follow the Air Force Instructions (AFI) listed below. The Government will provide all the required publications and forms at the start of performance. The Contractor, in conjunction with the A&FRC Flight Chief, shall be responsible for establishing requirements with the Publications Distribution Office and maintaining publications in accordance with applicable instructions.

12.1 AFI 36-3009, Airman, and Family Readiness Center Program.

12.2 AFI 91-301, Air Force Occupational Safety, Fire Prevention, and Health Program.

12.3 All Airman and Family Readiness Center Operating Instructions.

13.0 BASE ACCESS: Permission for Contractor personnel and vehicles to enter the installation is subject to the approval of the Base Security Forces. The Contractor shall ensure the pass and identification items (valid driver’s license, current vehicle registration, and current insurance) required for entry access during the contract performance is obtained for employees and non- Government owned vehicles with Robins AFB Security Office/Visitors Center.

14.0 RESTRICTIONS: The Contractor is prohibited from receiving monies or other benefits from any source as a direct or indirect result of the services provided by the A&FRC. Contract personnel are prohibited from presenting themselves as A&FRC employees. At no time shall the Contractor or their personnel obligate A&FRC funds, resources, or personnel, or request the same on behalf of the

A&FRC.

15.0 SAFETY AND OCCUPATIONAL HEALTH (SOH): Under federal and state worker SOH laws, every employer is charged with providing employees with a safe and healthful workplace. To that end, A&FRC requires all employees, both civilian and contractor, to have a knowledge of rules, procedures, or operations as they relate to safety and environmental health.

In accordance with FAR 1.102-2(c)(2) “To achieve efficient operations, the System must shift its focus from “risk avoidance” to one of “risk management.” The cost to the taxpayer of attempting to eliminate all risk is prohibitive. The Executive Branch will accept and manage the risk associated with empowering local procurement officials to take independent action based on their professional judgment.”

In addition to specific required clauses, A&FRC will develop contractor instructions and conditions that outline contractor safety requirements and responsibilities based on a risk assessment of the work to be performed, that mirrors the safety requirements and responsibilities of its civilian staff as to not be overly burdensome. Those checklists, which are readily available, shall also be incorporated directly into the contract attachment list. They contain specific requirements and standards that must be met.

16.0 The contractor is responsible for the safety and health of its employees and must comply with all OSHA regulations and perform in accordance with an applicable accident prevention program that complies with state and federal requirements. At Robins AFB, we participate in the OSHA created Voluntary Protection Programs (VPP). All Contractor personnel will receive a briefing on the program and measures they can take to ensure they have a comprehensive understanding of VPP, as well as how to remain in full compliance with OSHA requirements.

17.0 Three primary publications address Air Force safety and the integration of safety into contracts.

Beginning at the DoD level, DoD Instruction, or DoDI, 6055.1, “DoD Safety and Occupational Health Program,” establishes the basic framework for SOH. (Enclosure 5 of the document specifically addresses SOH risks from DoD contractor operations.) DoDI 6055.07, “DoD Requirements for Contractor Accidents Involving DoD Property and Personnel,” establishes accident investigation, reporting, and record-keeping requirements for contractors. All Contractor personnel will receive a briefing on the safety program and reporting measures they must take in the event of an accident. The Contractor personnel/agency must furnish a copy of their agencies procedure for reporting accidents in the workplace. They must also comply with the reporting procedures of A&FRC.