Attachment_4.pdf

HSHQEM-13-R-00001 Qualification Matrix

General Qualifications. The Contractor shall not employ illegal or undocumented aliens under this requirement. The Contractor shall expressly incorporate this provision into all subcontracts or subordinate agreements issued in support of this requirement. To be eligible to perform under this requirement, all Contractor support services provided must meet, to the satisfaction of the CO and COTR, the following requirements: Be at least 18 years of age; Possess, at a minimum, either a high school diploma or equivalency certificate; Speak English fluently, read and comprehend written English, and compose coherent written reports in English; Bilingual support services provided may be an asset to the Contractor. Depending on position; may be subject to the CritiCall assessment test (an all encompassing; typing; aptitude assessment; skills testing program).

If the position requires a Secret Security Clearance, all appropriate paperwork must be completed and submitted within 30 days of appointment to the position.

If the applicant is not granted the required Clearance, the Government shall request a replacement applicant for the position, at no additional cost to the Government.

Individual Qualifications. In addition to requirements listed elsewhere in the solicitation, the Contractor supervisory and non-supervisory staff performing requirement related duties at the Government’s worksite(s) shall each possess the following individual education, training, knowledge, skills, abilities and/or experience: Experience that provided the individual with familiarity and skill in the efficient operation of a computer and/or telecommunications (teletypewriter) keyboard; Experience in operating a computer system that utilizes Microsoft Office software; including Microsoft Windows, Excel, Powerpoint and Outlook;

Experience in data input and retrieval from computer systems that utilize Microsoft Office software; including Microsoft Windows, Excel, Powerpoint and Outlook.

Non-Technical/Operator Support. In addition to requirements listed elsewhere in the solicitation, the Contractor non-technical/operator staff performing requirement related duties shall each possess the following individual education, training, knowledge, skills, abilities and/or experience: The ability to courteously and promptly verbally communicate and deal with the general public, Government employees provided, and other law enforcement and facility personnel over the telephone and radio network in the English language; The ability to maintain poise and self-control under stress; The ability to operate telephonic facsimile (fax) machines so as to send and receive facsimile transmissions in a timely manner; The ability to handle multiple tasks simultaneously in emergency, life endangering situations; The ability to operate telephone systems; The ability to operate multi-channel radio systems; Must obtain certification on all required National law enforcement database information networks in the MegaCenter within 320 hours of starting on the requirement; The ability to update records in the MegaCenter and making calls to client to obtain needed information for records maintenance; and must pass CritiCall assessment test.

Non-Technical/Data and Administrative Support. In addition to requirements listed elsewhere in the solicitation, the Contractor non-technical/data and administrative performing requirement related duties shall each possess the following individual education, training, knowledge, skills, abilities and/or experience: Advanced skills in data input and retrieval from computer systems that utilizes Microsoft Office software; including Microsoft Windows, Excel, Powerpoint, Outlook and Access; The ability to courteously and promptly verbally communicate and deal with the general public, Government support services provided, and other law enforcement and facility personnel over the telephone in the English language; The ability to maintain poise and self-control under stress; The ability to operate telephonic facsimile (fax) machines so as to send and receive facsimile transmissions in a timely manner; The ability to operate telephone systems ; Ability to effectively communicate in writing and compose routine correspondence; Ability to effectively analyze data to determine discrepancies or invalid information and adequately resolve to ensure valid data; Ability to prepare routine electronic reports.

Technical/Other Support. In addition to requirements listed elsewhere in the solicitation, the Contractor technical/other support staff performing requirement related duties shall each possess the following individual education, training, knowledge, skills, abilities and/or experience: The ability to operate, maintain and troubleshoot various types of electronic systems intrusion, duress and fire warning systems and elevator emergency communication systems used by the MegaCenters; The ability to install and maintain all operating equipment used in the MegaCenter; including, but not limited to, computers, servers, alarm monitoring equipment, telephone equipment, and console equipment; Pass Data and Remote Programmers standard test.

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Position Title/Task Support Area Minimum Qualifications Education and Experience

Project Manager SOW Task 03.10

KEY PERSONNEL

Project Manager support shall meet all General Qualifications and Individual Qualifications plus: Completion of Association of Public- Safety Communications Officials (APCO) courses/certification are an asset; Secret Security Clearance REQUIRED.

A minimum of 3 years experience as a Project Manager in a Communication Center* or equivalent; A business degree or equivalent is required.

* A Communication Center is defined as a facility that provides radio and telephone communications and coordination/support of law enforcement, fire and/or emergency medical service activities. Public Safety Communication Centers are usually operated by and/or for local, state and Federal Government agencies.

Technical Service Desk Manager SOW Task 03.1

KEY PERSONNEL

Technical Service Desk Manager support shall meet all General Qualifications and Individual Qualifications plus: Shall have demonstrated leadership skills; Knowledge of intrusion detection systems; Detailed understanding and knowledge of systems management; Detailed understanding and knowledge of personnel management; Detailed understanding and knowledge of quality assurance process; Demonstrated understanding of corrective action and award programs; Demonstrated understanding of compliance assessments and standards reviews; Detailed understanding and knowledge of analog and digital Intrusion Detection Systems to include Internet Protocol transmission and programming; Secret Security Clearance

REQUIRED.

A minimum of 3 years of prior experience relating to the alarm industry for design service and project management; Prior technical support experience in an Alarm Monitoring operation; Prior experience in installing, configuring, repairing, maintaining, programming, or designing intrusion detections systems preferred; Prior experience relating to information systems management; Degree in electronics, communications, engineering or IT preferred.

Telecommunications Mechanic – II SOW Tasks 03.5.1 & 03.2.2

Telecommunications Mechanic II shall meet all General Qualifications and Individual Qualifications plus: A detailed understanding and knowledge analog and digital Intrusion Detection Systems; including Internet Protocol transmission, troubleshooting and programming; Advanced knowledge of IT equipment including servers, workstations, printers and the communication protocols necessary to maintain the alarm monitoring system.

A minimum of 2 years of prior experience relating to the alarm industry for programming, design service and project management; Experience in an alarm monitoring operation; Degree in electronics, communications, engineering, related IT field or equivalent is required.

Telecommunications Mechanic – I SOW Tasks 03.5.1 & 03.2.2

Telecommunications Mechanic I shall meet all General Qualifications and Individual Qualifications plus: A detailed understanding and knowledge analog and digital Intrusion Detection Systems; including Internet Protocol transmission, troubleshooting and programming; Advanced knowledge of IT equipment including servers, workstations, printers and the communication protocols necessary to maintain the alarm monitoring system.

A minimum of 1 year of prior experience relating to the alarm industry for programming, design service and project management; Experience in an alarm monitoring operation; Degree in electronics, communications, engineering, related IT field or equivalent is required.

Telecommunications Supervisor SOW Tasks 03.5.1 & 03.2.1

Telecommunications Supervisor shall meet all General Qualifications and Individual Qualifications plus: Have thorough knowledge of supervisory techniques, center policies and procedures, dispatch practices and terminology, instruction and guidelines of the work area; Ability to monitor, direct and participate in dispatching work; Demonstrated ability to quickly and accurately assist in making decisions involving emergency situations; Ability to assist in coordinating activities by scheduling assignments, setting priorities, and directing the work amongst the team; Shall understand the difference between leadership and management.

A minimum of 3 years experience as a Dispatch Operator/Telecommunicator, or supervisory management experience;

Successful completion of the Association of Public-Safety Communications Officials- International, Inc. (APCO) Communications Center Supervisor course with certification.

Degree in electronics, communications, engineering, related IT field or equivalent is required.

Training Coordinator SOW Task 03.9.1

KEY PERSONNEL

Training Coordinator shall meet all General Qualifications and Individual Qualifications plus: Shall meet the qualifications of a Telecommunications Supervisor and have documented services as a MegaCenter Telecommunicator Supervisor; Shall attain APCO Trainer Certification within one (1) year of assuming the duties as such position; Shall be certified as a trainer in all other program areas that require certification listed or added by the Government as they are added to the contract; Shall possess all the requirements and qualifications of a non-supervisory telecommunicator and ability to perform those duties when directed to do so by the Project Manager; Is fully knowledgeable of the daily dispatch functions and related equipment associated with the MegaCenter; Secret Security Clearance REQUIRED.

A minimum of 3 years experience as a Trainer in an Emergency Dispatch Center;

Successful completion of the Association of Public-Safety Communications Officials- International, Inc. (APCO) Communications Center Supervisor course with current certification or equivalent; Degree in education field or equivalent is required.

Assistant Training Coordinator SOW Task 03.9.2

Assistant Training Coordinator shall meet all General Qualifications and Individual Qualifications plus: Ability to manage multiple projects and meet deadlines; Expertise in developing valid tests and curriculum; APCO certification preferred.

A minimum of 1 year training experience is required.

Alarm Monitor/Telecommunicator SOW Task 03.3.1 & 03.3.2

Alarm Monitor/Telecommunicator shall meet all General Qualifications and Individual Qualifications plus:

General Level:

Support that possesses aptitude and ability to learn alarm monitoring and dispatching skills; shall obtain and maintain the Association of Public Communications Officials Inc. (APCO) Basic Telecommunicator Certification within ninety (90) calendar days of performance under this contract; This is a position for individuals with little or no prior alarm monitoring or police dispatching experience.

Support that is fully trained and capable of independent performance in at least one region serviced by that applicable MegaCenter; have Association of Public Communications Officials Inc. (APCO) basic telecommunicator certification (unless deployment requirements limit availability of APCO course); have completed all training necessary to make, receive and distribute queries on the National Criminal Information Center (NCIC), Justice Telecommunications System (CJIS/JUST) and state law enforcement information databases. Such training shall be received from a certified trainer employed in the Center or by going to an approved training class and passing the final exam;

demonstrate ability to write clear, concise and timely reports, activity log entries and data; demonstrate good teamwork, arrive for work timely, having no unexcused absences and be supportive of MegaCenter initiatives; demonstrate good customer service techniques and skills; ability to maintain poise and self-control in a wide variety of stressful situations;

General Level/Senior Level:

Support that is fully trained and capable of independent performance in all Government regions supported by the MegaCenter (including sister center) and be able to successfully perform dispatching duties in all regions; capable of accessing, with little assistance, the National Criminal Information Center (NCIC) and the appropriate state crime databases for all states in regions where qualified to work; willing to work in regions where qualified on short notice – i.e., to work as a “rover” when requested; demonstrates above average customer service skills by going beyond the minimum requirements to provide assistance and information when requested; ability to act as mentor to newly hired and less experienced employees; willing to perform as a Trainer for new employees when requested;

Support that is fully trained and capable of independent performance in all government regions supported by the MegaCenter (including sister center) and be able to successfully perform dispatching duties in all regions; ability to act as a ‘trainer for new employees either on a part-time/as-needed basis or for a complete “training cycle”. A training cycle typically is a two-year program with a mix of classroom and on-the-job training;

demonstrates initiative by assisting with the completion of routine documentation not related to personnel issues in a limited capacity;

Senior Level:

Support that is fully trained and capable of independent performance in all government regions supported by the MegaCenter (including sister center) and be able to successfully perform dispatching duties in all regions; have a minimum of two

(2) years experience that provides demonstrated knowledge of dispatching and communications operations; have successfully completed Association of Public Communications Officials Basic Telecommunicator Training program, Association of Public Communications Officials Project 33 Standards for Telecommunications Training for APCO Institute Basic Telecommunicator Training certificate, All law enforcement information systems certifications used in the centers and pass all in-center and in-house testing (i.e. testing on procedures; UL fail over; scenarios; elevators; Dialogic); demonstrate superior customer service skills by providing the best possible level of customer service in all situations; capable of completing supervisory-related administrative duties with minimal oversight and assistance; capable of performing as a supervisor of the contractor support team members only ( when working as a team with another Shift Supervisor on duty) as needed. This includes monitoring the performance of other telecommunicators and recommending corrective action to be taken by the FPS Federal team members on duty when needed; ability to maintain confidentiality of information read or heard while performing duties and/or functions under this requirement; demonstrated ability to deal with the public, government employees, and other law enforcement agencies using radio and telephone communications;

demonstrated ability to verbally communicate in a clear and concise manner on both telephone and radio systems;

demonstrated ability to receive and correctly process emergency communications by telephone and radio transmissions, alarm automation software (SIS), Alarm System and Telephone Deaf Display units; demonstrated ability to make accurate entries in MS Word and MS Excel programs. Must be able to type 35 words per minute; demonstrated ability to clearly, accurately and concisely complete basic activity logs of calls actions taken and case report numbers issued; demonstrated ability to operate all dispatch-related computer equipment; demonstrated ability to maintain poise and self-control under stress.

Data Analyst – I SOW Task 03.6

Data Analyst I shall meet all General Qualifications and Individual Qualifications plus: Ability to perform complex data analysis and present conclusions; Ability to maintain an organized process;

Ability to understand data relationships within the organization;

Ability to research data in response to inquiries or discrepancies and develop an accurate conclusion; Ability to identify and resolve data discrepancies to maintain data integrity; Strong written and verbal communication skills; Ability to work within a team environment; Strong customer relation skills; Strong troubleshooting skills to quickly assess problems and develop resolution; Ability to analyze and apply policies and procedures;

Advanced computer skills in the usage of Microsoft applications.

Data Analyst – II SOW Task 03.6

Data Analyst II shall meet all General Qualifications and Individual Qualifications plus: Ability to perform complex data analysis and present conclusions; Ability to maintain an organized process;

Ability to understand data relationships within the organization;

Ability to research data in response to inquiries or discrepancies and develop an accurate conclusion; Ability to identify and resolve data discrepancies to maintain data integrity; Strong written and verbal communication skills; Ability to work within a team environment; Strong customer relation skills; Strong troubleshooting skills to quickly assess problems and develop resolution; Ability to analyze and apply policies and procedures;

Ability to calculate and analyze statistical information; Ability to develop policies and procedures; Ability to devise and implement Quality Assurance measures; Maintains advanced knowledge of software applications; Maintains expert knowledge of all information used and managed by the MegaCenter.

Advanced course completions or certifications in all Microsoft Office products; including, Microsoft Word, Excel, Powerpoint, Access, Outlook, Project (preferred), Visio (preferred), and Publisher (preferred); Information Technology or Management certification or equivalent is required.

Administrative Assistant SOW Task 03.11.2

Administrative Assistant shall meet all General Qualifications and Individual Qualifications to specifically include non-technical/administrative requirements

A minimum of 3 years experience as an Administrative Assistant or equivalent; A 2 year or higher Business degree preferred;

Advanced course completion and/or certification in all Microsoft Office products;

including Microsoft Word, Excel, Powerpoint, Access, Outlook, Project, Visio, Publisher or equivalents are required

Administrative Office Manager SOW Task 03.11.1

Administrative Office Manager shall meet all General Qualifications and Individual Qualifications to specifically include non-technical/administrative requirements

A minimum of 5 years experience in administrative and supervisory function or equivalent; 2 year or higher Business degree or equivalent is required; Advanced course completion and/or certification in all Microsoft Office products; including Microsoft Word, Excel, Powerpoint, Access, Outlook, Project, Visio (preferred), Publisher; Knowledge of accounting, data and vast administrative management practices and procedures;

Proficient and fluent in advanced techniques and knowledge of the entire Microsoft Office Package; including creating/maintaining formulas, graphs, charts and other advanced features.

Systems Administrator SOW Task 03.8.1

KEY PERSONNEL

Systems Administrator shall meet all General Qualifications and Individual Qualifications plus: Ability to install, configure and maintain all types of computer equipment; Ability to install, configure and maintain all network components in an IP network;

Ability to troubleshoot and resolve computer and network problems. Secret Security Clearance REQUIRED.

A minimum of 2 years previous experience as a System Administrator for Windows 2003/2008 servers and Windows XP/7 workstations, networking technologies including IP, FTP, Web, SMTP, routers, and firewalls; A minimum 2 year degree in IT, related field or equivalent is required; Current Microsoft Certification System Engineer Certification or equivalent is required.

Network Engineer SOW Task 03.8.2

KEY PERSONNEL

Network Engineer shall meet all General Qualifications and Individual Qualifications plus: Must possess technical knowledge and expertise in planning, installation, implementing and maintaining Microsoft Windows 2000 Professional/Server / Windows NT 4.0 Workstation/Server, Windows 2000 Active Directory, network protocols/architectures TCP/IP, DHCP, DNS, VPN, Windows 2000 Routing and Remote Access in a LAN/WAN Ethernet/Gigabit based network; Must possess progressively responsible experience in capacity planning, network layout and addressing, product selection, configuration of routers, multi-layer switches and other communication equipment for Ethernet & Gigabit networks; Must possess progressively responsible theoretical and practical knowledge of firewalls including Intrusion Detection & Network Scanning/Mapping, Backups, security policies and maintenance, Network/Remote Access Servers and in-depth knowledge of TCP/IP protocol suite and routing protocols;

Must possess technical knowledge and expertise in establishing operational procedures; devising security and disaster recovery plans for hardware, software and data; submitting proposals; and developing written budget justifications for equipment; Must possess progressively responsible experience in training and mentoring internal staff; setting priorities; managing multiple technical projects and developing short and long range networking plans. Possess the ability to analyze problems and assess the practical implications of alternate solutions; the ability to communicate with others, orally and in writing; and the capacity to employ the knowledge, skills and abilities in the resolution of problems. Secret Security Clearance REQUIRED.

A minimum of 5 years previous experience as a System Administrator, Network Engineer or equivalent for Windows 2003/2008 servers and Windows XP/7 workstations, networking technologies including IP, FTP, Web, SMTP, routers, and firewalls; A minimum 4 year degree in Information Technology or related field is required; Current Microsoft Certification System Engineer (MCSE) Certification or equivalent is required.

Telecommunications Specialist – Telephone SOW Task 03.4.1

Telecommunications Specialist – Telephone shall meet all General Qualifications and Individual Qualifications plus: possess professional knowledge of standardized telecommunications equipment, services, and process or established variations used to review existing contractual relationships for equipment and services, network requirements, compatibility with established long distance commercial telephone systems, protocol requirements and on-line security protection; Shall possess detailed knowledge of commonly applied telecommunications principles, concepts, and methodologies in performing independent work involving specified segments of large projects;

Shall possess technical knowledge and expertise in supporting Nortel Norstar Integrated Communication Systems with multiple configurations of stations and trunks; Shall possess technical knowledge and expertise in supporting Vanguard 6400 Series multi-service access routers with integrated Ethernet interface and five modular slots for voice and data applications; Shall have strong decision making skills, ability to apply technical and domain learning to assignments; adaptability, tenacity to stay with issues until resolved; positively collaborates with team members, is proactive and manages work, time and resources effectively.

Candidates must have a high quality orientation and attention to detail and set high work standards for themselves; Shall possess advanced technical knowledge of Windows desktop workstations, servers, network components and communications. Ability to work productively with the Network Engineer/System Administrator on technical issues.

A minimum of 5 years previous experience as a Telecommunications Specialist or equivalent; A minimum 4 year degree in Telecommunications, related field or equivalent is required.

Telecommunications Specialist – Radio SOW Task 03.4.2

Telecommunications Specialist – Radio shall meet all General Qualifications and Individual Qualifications to specifically include technical/other support requirements

A minimum of 5 years previous experience as a Telecommunications Specialist or equivalent; A minimum 4 year degree in Telecommunications, Electronics, related field or equivalent is required.

Radio Frequency Manager SOW Task 03.5.2

Radio Frequency Manager shall meet all General Qualifications and Individual Qualifications to specifically include technical/other support requirements

A minimum of 5 years previous experience as a Telecommunications Specialist or equivalent; A minimum 4 year degree in Telecommunications, Electronics, related field or equivalent is required.

NCIC Coordinator SOW Task 03.7

NCIC Coordinator shall be NCIC certified as a Limited Access Operator; Ability to obtain Full Access Certification and Limited Access Operator Instructor Certification within 6 months of performance; Knowledge of applicable state and national policies and procedures governing the use of NCIC, NLETS, and Open Fox; Knowledge of NCIC and CJNET software and protocols;

Ability to operate the NCIC workstation and printer and troubleshoot applicable NCIC related problems; Ability to communicate technical and other data effectively and clearly, both orally and in writing, and to prepare and present succinct, coherent, and technically accurate reports; Ability to assist in supporting the establishment and maintenance of effective working relationships within the Police Department, other Federal/State/City departments and officials, other agencies, and the public; Ability to function across agency organizational boundaries (i.e., records, communications, etc.) in order to assist in the coordination of the agency’s NCIC/NLET activities; Shall have good interpersonal skills which are an important component of this position. Assisting in contacting/interacting with other City, County, State, and Federal agencies may be required as will interaction with other public contacts may be required from time to time to explain the operation and functioning of the NCIC system

A minimum of 2 years experience working with NCIC; or the equivalent in education, training, and experience is required.