MFRC Front Desk Receptionist PWS 28 Jan 25 - Final.pdf

PERFORMANCE WORK STATEMENT

FOR

MILITARY & FAMILY READINESS CENTER RECEPTIONIST

MCCONNELL AFB, KANSAS

28 January 2025

Military & Family Readiness Center Receptionist McConnell AFB, Kansas

1. PURPOSE

1.1. The Military and Family Readiness Center (M&FRC) assists base leadership in identifying family concerns, resolving problems, helping families navigate the military system and promoting family readiness. M&FRC activities and services include the function areas of relocation, transition, employment, personal financial readiness, personal and work-life education, Key Support Liaison, 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, resource center, voting area and survivor benefits.

2. SCOPE OF WORK

2.1. The Contractor shall provide front desk reception support, information and referral services for the McConnell AFB Military & Family Readiness Center (M&FRC). This service requires knowledge of military family support programming and extensive knowledge, skills, and abilities associated with this Performance Work Statement. The contractor shall supply all services contained in this Performance Work Statement, but not limited to only those areas identified.

3. DESCRIPTION OF SERVICES

3.1. The Contractor must be able to fulfill the requirements of the M&FRC by providing information about the M&FRC and base community to M&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 M&FRC will provide the necessary office space and equipment to accomplish the contract requirements, to include general office supplies, computer, software, printer and phone.

3.2. The Contractor will receive all M&FRC customers and all incoming telephone calls to determine nature and purpose of visit, and direct/escort customers to specific destinations within the center. 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. Organizational email will be checked hourly and messages disseminated within two hours of receipt.

3.3. The Contractor will set-up and maintain workshop registrations and will assist customers with accessing on-line registration, to include password reset. The Contractor will track total number of walk in/call in customers daily and document using current record keeping 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, transition data, customer statements of understanding, and other utilization data.

3.4. 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 regular basis, to include local relocation books.

The Contractor will sort/deliver staff mail daily.

3.5. The Contractor will complete customer transactions such as program voucher issuance, sponsor package dissemination, and equipment check out. The Contractor will perform quarterly physical inventory of office inventory and report missing damaged items to management within 2 days of

Military & Family Readiness Center Receptionist McConnell AFB, Kansas inventory completion. The Contractor will provide minor technical help to Resource Center visitors to include assistance with printing issues, problems with fax machine, and loaner laptops.

3.6. 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 M&FRC. All work will be accomplished in a professional, timely and caring manner.

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

3.8. The Contractor will ensure that the workstation and front lobby are maintained in a clean and orderly manner. The Contractor will be responsible for locking front doors to shutdown M&FRC lobby at the end of the duty day depending on the contractor’s agreed upon work schedule and M&FRC classroom schedule.

4. MINIMUM REQUIREMENTS

4.1. Contractor will be attired in appropriate business casual clothing while working in the M&FRC, i.e.

no tennis shoes, flip-flops, sweat suits or t-shirts. Hair styles/coloring will be conservative and in good taste.

4.2. 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.

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

4.4. The Contractor must have the following:

i) Basic understanding of military protocol and Air Force Terminology

ii) Excellent customer service skills

iii) The ability to work with a diverse population

iv) Above average oral communication skills

v) Proficiency in Microsoft Office computer software applications

vi) Must be able to obtain CAC for access to installation and necessary computer systems

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

5. GENERAL

5.1. Hours of Operation. The Contractor will work Monday-Friday, 7:30am-4:30pm, except on days the M&FRC is closed for holidays, family days, or inclement weather. Contractor will take a 1 hour lunch break between the hours of 11:00am and 1:00pm. Daily lunch times will be coordinated with an assigned staff member. Breaks and lunch periods cannot be postponed to be used at the end of the duty day.

5.2. The Contractor is required to notify the M&FRC Flight Chief at least 5 working days prior to any planned absence. The Contractor will notify the M&FRC Flight Chief or Team Lead immediately if an emergency or illness will cause an absence. The Contractor will provide a suitable, trained replacement for any planned absences that exceeds more than 5 days.

Military & Family Readiness Center Receptionist McConnell AFB, Kansas

5.3. Legal Holidays. The following Federal holidays are observed under this contract:

FEDERAL HOLIDAYS DATES FAMILY DAY/BEFORE/AFTER HOLIDAY

New Year's Day 1 January Family Day 1 Martin Luther King’s Third Monday in January Family Day 2 President’s Day Monday in February Family Day 3 Memorial Day Last Monday in May Family Day 4 Juneteenth Day 19 June Family Day 5 Independence Day 4 July Family Day 6 Labor Day First Monday in September Family Day 7 Columbus Day Second Monday in October Family Day 8 Veteran’s Day November 11 Family Day 9 Thanksgiving Day Fourth Thursday in November Family Day 10 Christmas Day 25 December Family Day 11

Any of the above holidays falling on a Saturday shall be observed on the preceding Friday. Holidays falling on a Sunday shall be observed on the following Monday.

5.4. Performance of Services During Crisis Declared By the Commander. In the event the contractor is unable to perform his daily operations due to a peacetime emergency and or wartime contingency disturbance etc., neither the Government nor the contractor shall take action for noncompliance with contract requirements.

5.5. Acts of Nature. The contractor shall use reasonable diligence to provide a regular and uninterrupted supply of service, but shall not be liable for damages, breach of contract or otherwise, to the government for failure, suspension, diminution, or other variations of service occasioned by or consequence of any cause beyond the control of the contractor, including but not limited to acts of nature or of the public enemy, fires, floods, earthquakes, or other catastrophe; of failure or breakdown of transmission or other facilities. If any such failure, suspension, diminution, or other variation of service shall aggregate more than 48 hours during any billing period hereunder, an equitable adjustment shall be made in the monthly billing specified in this contract.

6. PERFORMANCE PERIOD. Performance period for this service shall be as follows:

Base Year: 15 April 2025 – 14 April 2026

Option Year 1: 15 April 2026 – 14 April 2027

Option Year 2: 15 April 2027 – 14 April 2028

Option Year 3: 15 April 2028 – 14 April 2029

Option Year 4: 15 April 2029 – 14 April 2030

7. POINTS OF CONTACT

The Point of Contact for this service is the McConnell M&FRC Flight Chief, Ms. Mary Reece, reachable by phone at 316-759-4571 or 316-640-1617 or by email, mary.reece@us.af.mil. Additional POC will be Dong Kim and he can be reached at 316-759-6020/4543 or by email at dong.kim.7@us.af.mil

8. SECURITY

8.1 Contractor Consent to Background Checks

8.1.1. 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 the National Crime Information Center (NCIC). NCIC checks will verify if a person is wanted by local, state, and federal agencies. All contractor and subcontractor personnel must consent to NCIC background checks.

Contractor and subcontractor personnel who do not consent to a NCIC check will be denied access to the installation. Information required to conduct a NCIC check includes: subjects full name, address, social security number, date of birth, driver’s license number and state and completion of a background check questionnaire. The contractor shall provide this information using the Contractor/Vendor Access Request/Authorization Worksheet, provided by the 22 SFS/S5-PV SharePoint site, and shall submit it in conjunction with the contractor’s request for either base or vehicle passes. Completion of a successful NCIC check does not invalidate the requirement for an escort when contractor or subcontractor personnel are working within controlled or restricted areas.

8.1.2. The contractor shall not be entitled to any compensation for delays or expenses associated with complying with the provisions of this clause. Furthermore, nothing in this clause shall excuse the contractor from proceeding with the contract as required.

8.2 Identification and Appearance

8.2.1. All contractor personnel shall have badges while on duty on the government site. Badges are required to identify the individual, company name, and be clearly and distinctly marked as contractor.

Size, color, style, etc. are to be mutually agreed to by the contractor and the government. The contractor’s identification badge will not be used as an entry requirement for installation entry or into any government designated controlled or restricted area.

8.2.2. Contractor personnel shall present a neat and professional appearance and be easily identified as contractor employees.

8.3 Contractor Registration of Vehicles on McConnell AFB

8.3.1. All contractor or subcontractor employees’ vehicles used for the performance of this contract shall comply with all local, state and federal regulations. Additionally, any pass shall be surrendered to Security Forces upon demand to positively identify a person’s need to be on McConnell AFB.

8.4 Access to Installation During Various Force Protection Conditions (FPCONs)

8.4.1. Contractors will be assigned a mission essential designation IAW requirements contained in McConnell AFB Mission Assurance Plan. Only the installation commander or the unit commander requesting contract support will assign the mission essential designation.

8.5 Property Protection

mailto:mary.reece@us.af.mil mailto:dong.kim.7@us.af.mil

8.5.1. Property protection for facility where the contractors’ primary work center is located will be the responsibility of the local facility manager and local Government Security Manager, or their duly authorized representative in accordance with AFI 31-101, Integrated Defense (FOUO), and command/local directives. The contractor shall safeguard all government-owned equipment and materials in his/her possession or use.

8.6 Safeguarding Unclassified/Sensitive Information

8.6.1. All resources (e.g. maps, publication/instructions, photos) provided by the government to assist the contractor in the performance of their contract will be surrendered upon termination of a Contract or the end of the contract performance period. Information from the secure web site is considered to be proprietary in nature when the contract number and contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the contractor name and contract number associated with the data.

8.7 Access to Government Computer Network (Common Access Card)

8.7.1. This section supplements DAFFARS Clause 5352.242-9000. The contractor shall provide at least one employee eligible to obtain access to the Government unclassified automated information systems.

Said employee(s) with access to the system are in a non-sensitive; Automated Information Systems III (formally ADP III) positions IAW DoD Directive 5200.02. In compliance with DoD Directive 5200.02, AFMAN 16-1405, HSPD-12, IAW AFMAN 33-152, user responsibilities and guidance for information systems, paragraph 2.4.2., and a T1 investigation is required for all AIS III positions.

8.7.2. The Contractor shall fully adhere with the provisions of these referenced publications by having said employee(s) submit the appropriate forms and maintain a positive suitability determination to continue performing under this contract.

8.7.3. Said employee shall complete and forward through the contractor a base access request form (template provided at the pre-performance conference) a minimum of 10 business days prior to the employee requiring base access. The Trusted Agent shall schedule an appointment on behalf of the contractor’s employee with the appropriate Government Security Assistant (SA).

8.7.4. The SA will contact the Personnel Security Program Manager and they shall grant the contract employee access to the Electronic SF-85, Electronic Questionnaires for Investigations Processing (e-QIP) Direct online. This process needs to be completed in a 14 day window which can be completed from any computer with internet access. The Contractor shall ensure said employee(s) have available the necessary documentation requested on the SF-85 (e.g., current and previous addresses in the past 7 years, zip codes, telephone phone numbers, passport numbers, family member names, SSNs) to prevent delays in completing the SF-85 form. A copy of the SF-85 is available at the following link:

http://www.opm.gov/forms/pdf_fill/SF85.pdf so the contract employee can create a worksheet for use by the contract employee as a worksheet.

8.7.5. The SA shall arrange for the government-obtained fingerprints (FD-258, FBI Fingerprint Card).

The fingerprints and the e-QIP SF-85 shall be forwarded to the Office of Personnel Management for processing. The Contractor shall advise their employee(s) that a favorable fingerprint report, verified through the Joint Verification System (JVS) or its successor system is required as a condition for access to the system. Upon notification of a favorable response based upon the fingerprints, the contract employee may be granted interim access. The contractor must follow the procedures for obtaining a CAC detailed here: http://www.cac.mil/Common-Access-Card/Getting-Your-CAC/For-Contractors/. Upon receipt of the CAC card the employee needs to complete the on-line Cyber Awareness Challenge, complete and process a SF 2875 http://www.dtic.mil/whs/directives/infomgt/forms/eforms/dd2875.pdf http://www.opm.gov/forms/pdf_fill/SF85.pdf http://www.cac.mil/Common-Access-Card/Getting-Your-CAC/For-Contractors/ http://www.dtic.mil/whs/directives/infomgt/forms/eforms/dd2875.pdf and sign a AF Form 4394 http://www.e-publishing.af.mil/shared/media/epubs/AF4394.xfdl and report to the unit Information Assurance Officer or the 22 CS Help Desk (759-2666 Option 2) to process the application for access to the Government network. The Air Force Central Adjudication Facility will advise the Personnel Security Program Manager if a favorable investigation has been determined. The Personnel Security Program Manager will inform the USM the investigation is favorable and complete.

The USM will report the investigation is complete to the individual requiring access. In the event the individual requiring access receives an unfavorable determination, the CAC card may be removed and the contractor shall be required to provide another eligible employee.

8.8 Non-Disclosure Agreements

8.8.1. To safeguard information, the contractor shall enter into non-disclosure agreements with the responsible local security manager.

8.9 Privacy Act

8.9.1. Work on this service requires that personnel have access to Privacy Information. Personnel shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations.

8.10 Antiterrorism Awareness Training

8.10.1. Contractors should be familiar with and in compliance with all local security procedures that govern their access to the base or installation. Contractors should anticipate they may have to accommodate random schedules, access and/or search requirements, and changes in the local threat level. During heightened Force Protection conditions (FPCON), contractor personnel may be directed to enter the installation through designated access points and only at specified times so that they can be identified and searched. The FPCONs are as follows:

ALPHA: Expect Random Vehicle Checks And Increased Crime Prevention Efforts.

BRAVO: Expect To See Closer Inspection Of Vehicles And Deliveries, ID Checks, And A Greater Presence Of Guards On McConnell AFB.

CHARLIE: Expect Rigorous Efforts To Inspect Vehicles And Facilities; You may be required to evacuate McConnell AFB, Or you will not be allowed on-base without escort.

DELTA: If On-Base, follow Security Forces instructions. You may be directed to evacuate or seek shelter. If Off-Base, you may be denied access until the incident has been taken care of. Additional security measures will delay and interrupt normal routines.

9. SURVEILANCE

9.1 Service Summary. 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 Services Summary (SS) provides 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. Procedures as set forth in the FAR 52.212-4 (a), Contract Terms and Conditions - Commercial Items, Inspection/Acceptance, will be used to remedy all deficiencies. During the first initial 30 days of the contract, two additional errors on each work shall be allowed in an effort to identify normal phase-in problems. All re-performance completed within 8 hours of notification.

http://www.e-publishing.af.mil/shared/media/epubs/AF4394.xfdl

Performance Objective PWS Ref Performance Threshold Surveillance Method

Answering incoming phone Calls. 3.2 Service results in no more than three complaints of negligence per month.

Random Sampling Customer Complaint Form

Forwarding or responding to voice mail/messages within 2 hours of receipt.

3.2 Service results in no more than three

complaints of negligence per month.

Random Sampling Customer Complaint Form

Checking email hourly and forwarding or responding to email within two hours of receipt.

3.2 Service results in no more than three

Random Sampling Customer Complaint Form

Greeting walk-ins with prompt, welcoming attention. 3.2 Service results in no more than one complaints of negligence per month.

Random Sampling Customer Complaint Form

Attending to walk-ins’ needs with prompt attention and polite handoff to required resource.

3.3 Service results in no more than one

Random Sampling Customer Complaint Form

Daily tracking of walk-in and call-in customers.

3.3 Service results in no more than two

Each month the POC will review the generated documents

Quarterly physical inventory.

Reporting missing or damaged items within 2 days of inventory completion.

3.5

Service results in no more than one improper annotation per year.

Each month the POC will review the generated documents

Work area tidiness; workstation and front lobby maintained in a clean and orderly manner.

3.8 Service results in no more than two

Random Sampling Customer Complaint Form

Technical Assistance to Discovery Center Resource Area visitors 3.5 Service results in no more than two complaints of negligence per month.

Random Sampling Customer Complaint Form

Maintaining confidentiality of all individual and family data concerning sensitive, personal, or private information.

3.6

Service results in zero negligent or purposeful infractions per year.

Random Sampling

9.2 Quality Control. The contractor shall employ his commercial quality control program and procedures to identify, prevent, and ensure non-recurrence of defective services. As a minimum, the contractor shall employ quality control procedures that address the areas identified in paragraph 9.1., Service Summary. Through implementation of the contractor’s quality control program/procedures, the Government shall receive quality services that meet the requirements of this contract. All quality control records shall be kept and made available to the Government throughout the contract performance period and for the period after contract completion until final settlement of any claims under this contract

9. SURVEILANCE