VRC Contract 2020 v7 1 Nov 2019.docx

PERFORMANCE WORK STATEMENT (PWS)

VIRTUAL RECRUITING CENTER (VRC)

FOR

U.S. Army RECRUITING COMMAND (USAREC)

PART 1

GENERAL INFORMATION

1. GENERAL: This is a non-personal services contract to provide operational support to the U.S. Army Recruiting Command (USAREC) Virtual Recruiting Center (VRC). In Accordance with (IAW) FAR 37.104 the Government will not exercise supervision or control over the contractor employees performing services under this contract. Contractor employees shall be accountable solely to the Contractor which, in turn is responsible to the Government.

1.1. Description of Services/Introduction: The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items necessary to perform operational support to the USAREC VRC as defined in this Performance Work Statement, except for those items specified as Government-furnished property and services. The Contractor shall perform to the standards in this contract.

1.2. Background: USAREC established a Cyber Recruiting capability in October 1999 with three Soldiers in order to address the need to reach applicants in a virtual environment. Initially, the sole function of the Cyber Recruiting effort was to answer email received through the GoArmy.com website. Over time, this effort was expanded to include providing oversight for all tactical level virtual recruiting operations for both officer and enlisted programs, developing, implementing, testing, measuring and evaluating all virtual (web-based) recruiting efforts. The Cyber Recruiting effort continued to evolve into what is now known as the VRC.

1.3. Objectives: The VRC exists in order to refine leads for Army Recruiters stationed throughout both CONUS and OCONUS locations, providing pre-qualified hot leads, enabling the Soldier to focus more attention on conducting Army interviews and enlisting qualified applicants. The VRC will conduct lead refinement operations that ensure that only those leads that meet the qualifications based on current USAREC business rules and have a desire to speak with a recruiter are forwarded to a recruiter. Provide premier customer service and support to all inquiries received through multiple platforms, and to all applicants that are seeking assistance in online application processing. Establish and maintain an engaging Future Soldier (FS) sustainment program that includes but is not limited to social media for both FSs and their Families. Additionally the VRC shall conduct lead generation, answer general accessions questions and provide Army awareness in all sections. The VRC staff is an outward public facing entity in USAREC that directly engages with the American public on a daily basis. The professionalism and product knowledge of the staff is of the highest importance as it will directly impact the public perception of the Army.

1.4. Scope: The Contractor shall provide all necessary labor, management, supervision, and materials to operate the USAREC VRC, located at Fort Knox, Kentucky. The VRC is responsible for operating, maintaining, evaluating, and analyzing web-based operations that serve to support USAREC and Cadet Command using enterprise platforms currently existing and those under analysis for utility to provide effective processes while eliminating duplicity. The Contractor shall measure and analyze virtual, existing initiatives and programs specific to recruiting efforts. The Contractor shall use multiple methods of communication in order to contact and refine leads, assist in application processing, provide customer service support, and respond to all inquiries. The following teams are the primary functions within the VRC.

1.4.1. Lead Refinement Center (LRC) Team: The LRC component of the VRC is responsible for refining leads from various sources, such as Advertising Headquarters USAREC (ADHQ) and Recruiter uploaded lists such as school or event. This section consists of the ADHQ Lead Refinement Team and the Brigade Support Team (BST). These teams utilize telephonic and electronic means in order to contact and refine lead lists according to USAREC, G3 priorities. These leads are then transferred for processing to either the recruiter or the processing branch (ACE).

1.4.2. Army Career Explorer (ACE) Processing Team: This team has the responsibility in a virtual recruiting environment to provide customer service assistance, qualification screening, and quality control checks to unsponsored persons that choose to electronically initiate their recruiting program application(s) online. This process is accomplished by utilizing the ACE platform that is located on the U.S. Army’s www.goarmy.com page.

1.4.3. Sustainment Team: This section consists of two teams, the Future Soldier (FS) Sustainment and Family Information Center (FIC). These teams are responsible for managing the FS and Family social media sites and for maintaining informational updates on the U.S. Army FS training website located at www.futuresoldiers.com.

1.4.4. In-Service Recruiting Team: The In-Service Recruiting Team provides recruiting support to the Special Operations Recruiting Battalion (SORB). Their primary responsibilities are to contact and refine targeted leads for potential service in a special operations field and assist in-service applicants in processing.

1.4.5. Social Media Teams: The social media teams are responsible for maintaining, monitoring and moderating various social media platforms in order to respond to social media questions and comments and to conduct targeted prospecting with the intent of generating qualified leads. Social media teams will also collaborate and develop quarterly information papers on social media sites and their potential uses for recruiting.

1.4.6. Content Creation Team: The Content Creation team is responsible for creating content to be used by the Sustainment Team, Social Media Team and across the command as needed. This team will have a POC in the USAREC G7/9 and conduct monthly or quarterly meetings with G7/9 to stay up to date on current branding and messaging requirements. The G3 sets the graphics design priority based on the needs of the command.

1.5. RESERVED

1.6. General Information

1.6.1. Quality Control (QC): The Contractor shall develop and maintain an effective quality control program that addresses all areas of the PWS to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor’s quality control program is the means by which it assures that its performance complies with the terms of the contract. The Contractor shall submit its QC plan within 15 days of contract award. Any changes to the QC plan must be provided to the Government, through the Contracting Officers Representative (COR) and Contracting Officer (KO), at least seven days prior to implementation. After the Government’s acceptance of the QC plan, the Contractor shall receive the COR’s acceptance in writing within 5 working days of any proposed change to the QC system.

1.6.2. Quality Assurance: The Government will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). The QASP defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.6.3. Recognized Holidays: Services will normally not occur on the following holidays below. Only the KO is authorized to approve work on the recognized holidays.

1.6.4. Hours of Operation: The hours of operation for all sections within the VRC shall be, Monday through Friday from 8:00 AM to 12:00 AM Eastern Time, exclusive of Federal holidays listed in section 1.6.3 of this PWS. Hours outside the core hours of operation can only be approved by the KO. Hours may be adjusted based on analysis of user volume and interaction at the request of the government through the KO. No overtime is authorized by the Government at any time.

1.6.4.1. Change in Hours: If through analysis the PM determines the team would be more effective working different hours, the Contractor will provide a detailed analysis to the COR, the Virtual Recruiting Division (VRD) Government Program Manager (GPM), and the VRD Non Commissioned Officer In Charge (NCOIC) in regard to work days and hours before any change is implemented. This analysis must show that the change will improve efficiency and performance. Only the KO can approve the change with an approved MOD to the contract. All time changes will be preceded by a 30-60 day test to determine the validity of the change. This test can only be approved through the MICC and could potentially require a MOD.

1.6.4.2. Weather Closure: Any closure of the VRC due to weather, unless Fort Knox is closed by the Post Commander, will not relieve the Contractor of its requirements as provided in the PWS. If VRC operations are halted by the Contractor and the post has not been closed, the Contractor is responsible for submitting a plan of action to make up the shortage in production NLT 2 business days after returning from the closure. Post closure notifications will be sent out by official email, text message, and posted to official Fort Knox social media pages.

1.6.5. Place of Performance: All VRC operations are located at U.S. Army Recruiting Command Headquarters, Building 1307, Fort Knox, KY 40121. Contractors are not authorized to telework.

1.6.6. Reserved

1.6.7. Security Requirements: Individual suitability checks are required for each Contract staff member who requires access to the VRC or IT systems.

1.6.7.1. Physical Security: Contractor shall be responsible for safeguarding all Government equipment, information and property provided for contractor use. At the close of each work period, Government facilities, equipment, and materials shall be secured.

1.6.7.1.1. Common Access Card (CAC) Requirements: A CAC will be issued to all eligible contractors throughout the US Army. The contractor will coordinate with the COR to have Contractors inputted into the system. The expiration date of the CAC will not exceed three years.

1.6.7.1.2. CAC Requirements: Before CAC issuance, the contractor employee requires, at a minimum, a favorable adjudicated National Agency Check and Inquiries (NACI) or an equivalent or higher investigation in accordance with Army Directive 2014-05. The contractor employee will be issued a CAC only if duties involve one of the following: (1) Both physical access to a DOD facility and access, via login, to DOD networks on-site or remotely; (2) Remote access to a DOD facility and access, via login, to DOD networks using approved remote access procedures; (3) Physical access to multiple DOD facilities or multiple non-DOD federally controlled facilities on behalf of the DOD on a recurring basis for a period of six months or more. At the discretion of the sponsoring activity, an initial CAC may be issues based on favorable review of the FBI fingerprint check and successfully scheduled NACI at the Office of Personnel Management.

1.6.7.1.3. Lost, Stolen, Damaged CAC: Notify the COR and security desk immediately in the event a CAC card is lost or stolen. Damaged, lost, or stolen cards will need to be replaced by making an appointment with the Fort Knox ID card facility. Lost or stolen ID cards may require a report to be filed with security depending on current regulations in place.

1.6.7.2. Key Control: Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons. NOTE: All references to keys include key cards. No keys issued to the Contractor by the Government shall be duplicated. Contractor shall develop procedures covering key control that shall be included in the Quality Control Plan. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the COR. If keys or a CAC needs to be turned in, it will only be given to the COR.

1.6.7.2.1. In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the Contracting Officer, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted 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 deducted from the monthly payment due the Contractor.

1.6.7.2.2. The Contractor shall prohibit the use of Government issued keys/key cards by any persons other than the Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the Contracting Officer.

1.6.7.3. Reserved

1.6.7.4. In/ Out Processing: The contractor shall ensure all employees In/ Out Process through the command’s Security office IAW USAREC Security Office procedures. New employees must in and out process t Headquarters USAREC Security Division. The contractor is to make an appointment with the Security office for each new employee and will have in their possession at time of appointment a completed In Processing Sheet and a completed OF 306.

1.6.7.4.1. The contractor shall be responsible to ensure all employees are registered and receive an Army Knowledge On-line (AKO) account. The AKO account is required to access the Government systems.

1.6.7.4.2. The contractor shall initiate and submit for approval and signature (via email), an electronic DD Form 2875, to the Government Program Manager or Ops NCOIC, for their employees in order to gain system access, modify system access or delete system access. The email subject line will have type of submission, DD Form 2875, Last Name, First name initial, last 4 SSN, and must be encrypted when sent. The body of the email will give a brief explanation of what is needed. VRD GPM must sign as supervisor.

Example: Subject line; INT 2875, US Civilian Servant, XXXX.

Email body; US Civilian Servant is a new employee.

INT= Initial MOD= Modification to original DEL= Deletion

1.6.7.4.3. Contractor shall bear the responsibility to expend reasonable efforts to recover the CAC of an employee who was terminated or quit without fore knowledge of the contractor leadership. Reasonable efforts would be telephonic, registered letter, home visit. If all of these efforts are met with negative responses or results, a Memorandum for Record will be submitted to the COR, VRD GPM and NCOIC. The Government may file charges with the local police department for theft of government property.

1.6.7.5. AT Level I Training: All Contractor employees requiring access to Army installations, facilities and controlled access areas shall complete AT Level I awareness training within 30 calendar days after contract start date (new employees with 30 calendar days of commencing performance) or effective date of incorporation of this requirement into the contract, whichever is applicable. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee, to the COR or to the contracting officer, if a COR is not assigned, within 30 calendar days after completion of training by all employees and subcontractors. AT Level I awareness training is available at the following website: https://jkodirect.jten.mil/.

1.6.7.6. AT Awareness Training for Contractors Traveling Overseas: US based contractor employees and associated sub-contractor employees to make available and to receive government provided area of responsibility (AOR) specific AT awareness training as directed by AR 525-13. Specific AOR training content is directed by the combatant commander with the unit ATO being the local point of contact.

1.6.7.7. Access and General Protection/Security Policy and Procedures: Contractor employees shall comply with applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by government representative). The contractor shall also provide all information required for background checks to meet installation access requirements to be accomplished by the installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor workforce must comply with all personal identity verification requirements as directed by DOD, HQDA and/or local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in contractor security matters or processes.

1.6.7.7.1. VRC Access: The VRC facility is equipped with electronic key card access that works with the common access card. For security and validation purposes, every employee shall utilize their own key to gain access and entry into the VRC facility. At no time shall any employee allow access to another person not utilizing their own individual CAC card. Any employees or potential employees that have not been issued a CAC card are required to sign a visitor’s log which is maintained near the main VRC entrance and be escorted while in the VRC. These situations shall be coordinated with the watch officer desk at least 24 hours prior to the event. This also applies to any visits by corporate staff of the contractor or subcontractor. At no time will the Contractor schedule a visit of the VRC by anyone without CAC access without giving a by-name list with the company name and purpose of visit to the COR and VRD GPM/ NCOIC. The Contractor shall provide a binder to the security desk with name and photo of all onsite VRC staff within 10 days of contract award. This binder is to be updated immediately upon new hires and employee terminations.

1.6.7.7.2. Restricted Areas: Contractor employees are restricted to the first floor of the USAREC HQ, Building 1307 unless escorted by the COR, VRD GPM, or VRD NCOIC. Transit to and from meeting locations as required is authorized. Further they are restricted on the first floor to areas covered between the USAREC security office and the bathrooms adjacent to the cafeteria. Contractor employees are authorized to use the cafeteria. Exceptions apply for training and meeting activities outside of the restricted area, the government cannot guarantee meeting space to include already reserved space. Contractor is responsible to obtain their own facility space to train and process current and potential employees. Exceptions are also in place for the PM and DPM for official business. Any other exception must be provided in writing with a justification to the VRD GPM/ NCOIC and COR for approval. Contractor shall comply with current smoking policies in federal buildings. Smoking is prohibited within 50 feet of any entrance or exit to buildings on federal installations. Contractor shall smoke only in those areas specifically designated for smoking and shall properly dispose of all cigarette butts in approved containers. Federal smoking policy also applies to smokeless tobacco and electronic cigarettes.

1.6.7.7.3. Background Check: All contractors shall undergo background checks performed by the Government. Personnel shall be informed by the contractor, prior to submitting their names, that a check will be done. Personnel that do not permit background checks will not be allowed to work on Fort Knox. Prior to the start of the contract, or within ten business days if a new employee is hired on an existing contract, Contractor shall provide the name, social security number (SSN), date of birth and current address of employees to the COR. The COR will forward the list to the Installation Antiterrorism Office, where the following background checks will be conducted; Installation Bar List (individuals who are no longer allowed access to Fort Knox) and the Kentucky State Police Sexual Offender Registry List.

1.6.7.7.4. Reserved

1.6.7.7.5. Sensitive Areas: Contractors shall only go into those areas of the installation where they are authorized. Contractors shall not enter any sensitive facilities or classified areas unless authorized by this contract.

1.6.7.7.6. Punitive Actions: Contractors who violate these provisions of the contract may be subject to criminal penalties and fines as prescribed by law.

1.6.7.7.7. Employee Termination: If an employee resigns or is terminated, a revised DD 2875 must be sent to the COR, CAC card collected, and security desk binder updated immediately.

1.6.7.8. iWATCH Training: The contractor shall brief all employees on the local iWATCH program (training standards provided by the requiring activity ATO). This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within 30 calendar days of contract award and within 30 calendar days of new employees commencing performance with the results reported to the COR NLT 30 calendar days after contract award.

1.6.7.9. Contractor Employees Who Require Access to Government Information Systems: All contractor employees with access to a government info system must be registered in the ATCTS (Army Training Certification Tracking System) https://atc.us.army.mil/iastar/index.php at commencement of services, and must successfully complete the DOD Information Assurance Awareness prior to access to the information systems and then annually thereafter and results reported to the COR.

1.6.7.10. Global Address Listing (GAL): All contract employees who require access to Government Information Systems shall update their profile and Global Address Listing (GAL) information at: https://www.dmdc.osd.mil/milconnect within 10 working days of being granted IT access.

1.6.7.11. OPSEC Training: Per AR 530-1, Operations Security, new contractor employees must complete Level I OPSEC training within 30 calendar days of their reporting for duty with results reported to the COR. All contractor employees must complete annual OPSEC awareness training. All contractor employees will abide by USAREC OPSEC Policies.

1.6.7.12. Threat Awareness Reporting Program (TARP) Training: All Contractor employees requiring access to Army installations, facilities and controlled access areas shall complete TARP training within 30 calendar days after contract start date (new employees within 30 calendar days of commencing performance) and annually thereafter. The contractor shall submit certificates of completion for each affected Contractor employee and subcontractor employee, to the COR or to the contracting officer, if a COR is not assigned, within 30 calendar days after completion of training by all employees and subcontractor personnel. TARP training is available at the following website: https://www.lms.army.mil

1.6.7.13. All online training mentioned in this PWS as a requirement must be completed prior to obtaining network access. The Contractor is responsible for ensuring annual recertification and new hire initial certification is completed.

1.6.7.14. Information assurance (IA)/information technology (IT) training: All Contractor employees must complete the DoD IA awareness training before issuance of network access and annually thereafter with results reported to the COR. All contractor employees working IA/IT functions must comply with DoD and Army training requirements in DoDD 8570.01, DoD 8570.01-M and AR 25-2 within 30 days of starting employment.

1.6.7.15. Annual Cyber Awareness Training: All Contractor employees shall complete the Annual Cyber Awareness Training located at the US Army IA Training Center web site https://ia.signal.army.mil/DoDIAA/default.asp. This training will be completed prior to obtaining access to any government system and annually thereafter with results reported to the COR.

1.6.7.16. Acceptable Use Policy: All contractor employees shall complete a new Acceptable Use Policy (Annual Requirement) at the same web site: Link: https://ia.signal.army.mil/DoDIAA/default.asp.

1.6.8. Special Qualifications: Recruiting for the Army is a very specialized task that requires a different level of skill than a typical “call center” type employee. The Army Military Occupation Specialty (MOS) 79R (Army Recruiter) is a highly specialized and hand selected career field, additionally, the position of Station Commander is even more specialized in the fact that you must first be trained and selected for the MOS 79R before you can acquire the additional training and become a Station Commander. The references to MOS 79R and Station Commander within this PWS are there to draw attention to the specialized skills needed in certain sections within the VRC. The public expects us to know what we are talking about, be able to answer specific questions, and to have been in the shoes we are asking them to fill. The Contractor shall advise all contractor employees that any information concerning requests received by the VRC, and that all information relayed to the customers of the VRC, shall be accurate at all times. Responses given by contractor employees may reflect on the credibility of the United States Army, USAREC, and the U.S. Army recruiting process. The Contractor shall not hire off-duty Government employees (civilian or military) whose employment would result in a conflict with the DoD Joint Ethics Regulation (JER) or the Standards of Conduct for Employees of the Executive Branch (5 C.F.R. 2635). All contractors shall be citizens of the United States in order to obtain access to Government networks.

1.6.8.1. Future Soldier Team: Contractors who perform services as Sustainment, Processing, and Social Media operators or in E-Mail operations shall be familiar with the Army including military experiences, training, equipment, programs, and processes. Contractors who possess previous honorable military service within the last five years or are currently serving in good standing with a Reserve Component are so qualified.

1.6.8.2. Family Information Team: Contractors who perform services as Family support operators shall be familiar with current military family experiences, programs, and processes. Contractor employees who are spouses of current Soldiers or retirees separated less than five years with a minimum of two permanent change of station (PCS) moves prior to separation are so qualified. Contractors who perform services as Family support operators shall also complete the Army Family Team Building (AFTB) on-line course within 30 days of employment and submit the certificate of completion to the COR.

1.6.8.3. Processing Branch (ACE): The Contractor shall ensure that during all hours of operation for the processing branch there are at least two ACE staff members on site whom are familiar with military recruiting regulations and procedures. Contractors possessing a military background in recruiting as a 79R are so qualified.

1.6.8.4. Lead Refinement Personnel: The Contractor shall ensure that personnel who perform services in the lead refinement center have at a minimum a high school diploma, two years of experience and prior service experience and are familiar with current policies, guidance and regulations applicable to qualify for enlistment into the U.S. Army through the use of regular training and QC checks. At least 25% of this workforce must have prior honorable service as an Army recruiter. It is encouraged that the Contractor develop internal training and testing procedures to identify training needs ensuring the staff is current on their product knowledge. Contractors involved in lead refinement shall be directly engaging the public on a daily basis and cannot afford to be operating with incorrect or erroneous information.

1.6.8.5. Prior Recruiting Experience Requirements: The Contractor shall submit by email the name and SSN of all potential employees with prior U.S. Army recruiting experience to the COR for a review of any past Recruiting improprieties. Any review that returns with a history of negative improprieties will be submitted to the VRD GPM and NCOIC thru the COR for review and employment determination, a response will be provided within 72 business hours.

1.6.8.6. Bi-Lingual Personnel: The Contractor shall provide qualified linguistic personnel who can clearly read, write, and speak both English and Spanish during all operational hours. A minimum of one person per shift is required in each of the following sections; LRC, ACE, GoArmy. At least one Spanish speaker per shift needs to be trained to support FS or FIC related issues should the need arise. During all shifts, Spanish speaker backgrounds must have a combination of both Mexican and Puerto Rican dialect backgrounds. All cyber tools Spanish responses will be vetted by both Puerto Rican and Mexican dialect speakers to ensure the right message is being sent to the Hispanic market. In addition to meeting the prior requirements each individual must at a minimum be a High School diploma graduate and have two years’ experience in reading, writing and speaking Spanish.

1.6.8.6.1. All staff in the VRC must be U.S. citizens in order to obtain access to the network and at a minimum a high school diploma and two years of experience.

1.6.8.7. Team Leads: The Contractor shall ensure that all team leads are knowledgeable in all aspects of recruiting operations and at a minimum be a high school diploma graduate and have two years of experience. The team leads for each section will have the basic qualifications required of the section they lead, and in addition have practical experience qualifying them to be the subject matter expert (SME) in that section. Prior honorable service as a 79R Station Commander is required to lead the following sections; LRC/BST, GoArmy, and FS. AMEDD and SORB team leads must have been a prior Recruiter or Station Commander in AMEDD or SORB. For example; prior honorable service as a 79R in AMEDD will qualify someone to be a team lead in AMEDD, but not in SORB.

1.6.8.8. Contract Trainer: The Contractor shall ensure that all contractors hired as trainers are knowledgeable about Army Accessions activities and requirements. Contractors possessing prior honorable service as a 79R Station Commander or higher are so qualified, at a minimum a high school diploma and two years of experience as a trainer are required.

1.6.8.9. Social Media: The Contractor shall ensure that personnel are familiar with multiple aspects of social media applications and usage and must be familiar with “Hootsuite / Spreadfast” or similar applications provided by the Government to manage social media applications. Personnel with a background in social media relations, social media recruiting, or honorable Army recruiting experience within the last 5 years are so qualified, at a minimum a high school diploma and two years of experience as a social media communication specialist 1 is required.

1.6.8.10. Social Media Team Lead: The team lead for social media shall be expected to understand the process for analyzing, creating, and executing a social media strategy in order to build the audience. Contractors possessing a background in Army Public Affairs or Army marketing and who are familiar with the DOD Social Media Policy are so qualified, at a minimum a high school diploma, two years of experience as a social media communication specialist 2 is required.

1.6.8.10.1. Data Analyst: The Contractor shall continually analyze operations to maximize the potential target market penetration, while remaining flexible to Government requirements to cover areas during surge periods or other periods of special emphasis. The Contractor shall collect and validate data for reports to be delivered to the Government that include: the total number of attempts made; lead contact statistics (what attempt number and type); time trend analysis; contact feedback; contact volume; contact length; and workload requirement. All reports shall be completed for each assigned lead source and shall designate the number of leads available for each lead source from the date assigned. The Contractor in this position must have at a minimum a high school diploma and two years of experience in data collection and analysis.

1.6.8.11. Graphics Artist: Contractor shall ensure that personnel involved with graphic design are familiar with multiple facets of social media usage, trends, branding and messaging, at a minimum a four year degree, two years of experience. These Contractors shall also be proficient in the use of Adobe Photoshop and other Adobe Creative Cloud software used to create and edit content. This content will be used not only by the VRC, but also by the command across its many social media platforms. These Contractors shall have a graphic design background via two years of education or three years of work experience in graphics design, multimedia design, or visual communications. The graphics designer will be expected to be proficient in motion graphics / animation, video editing, and engaging meme creation. This team will create graphics as designated by the VRC leadership to suit the needs of the Future Soldier, Family, and SORB pages. Priority of content creation will be determined by the VRD GMP. If requested, the Contractor must be able to provide verification of qualifications.

1.6.8.12. In-Service Recruiting Team (SORB): The Contractor shall ensure that all contractors working as part of this team are knowledgeable about military service in the U.S. Army and have prior experience as a 79R SORB recruiter. In addition to having a minimum of two years’ experience as a 79R SORB recruiter, these individuals must at a minimum be High School diploma graduates.

1.6.8.13. AMEDD and MRB Support: The Contractor shall provide personnel who are knowledgeable about the qualifications for each medical and health care program for Active Duty and Reserve AMEDD programs and at a minimum possess a high school diploma, two years of experience in AMEDD or MRB, in order to communicate effectively with each applicant and to answer all questions. Contractors possessing prior service and knowledge in the Army Medical Department’s accessioning and commissioning processes as a U.S. Army Medical branch member within the last 5 years are so qualified.

1.6.8.14. Overall Staff Requirements: The Contractor shall be responsible to ensure its Contractors possess the skills required to perform all functions of this contract including basic computer literacy skills, working knowledge of the internet, working knowledge of social media, and current DOD approved office software. If a potential new hire is fully qualified for a position except for the prior service requirement, a waiver of PS requirements can be sent via email to the COR and VRD GPM for consideration. The waiver shall include what position the new hire is applying for and what education and experience the potential new hire possess that would benefit VRC operations. Once a waiver is sent the Government will have 30 days to respond with a recommendation of those qualifications. Waivers are meant to be used personnel that the Contractor considers key players on their future team. The Contractor can determine their own criteria but must be able to explain why the staff member excels above the majority. Waivers are not to be used as a blanket to cover all staff upon taking over the VRC. The Contractor will have 30 days upon the start date of the contract to identify and request waivers for current staff they would like to keep by notifying the COR and VRD GPM by email. While cross-utilization is encouraged, the staff member must be fully qualified to hold either positions without a waiver.

1.6.8.15. Skill Verification: The Contractor is responsible for ensuring all personnel hired to fill a specialized skill set provide proof of experience for the position being hired for. Such proof can include but is not limited to discharge papers, diplomas, transcripts, NCOER, or letters of reference. The Contractor must be able to provide the documentation to the COR if requested.

1.6.8.16. New Hire Notification: The Contractor shall submit the suitability check (form provided by the government) of all personnel that are hired to the COR by email along with the name of the person they are replacing and the position that they will fill. Date of hire for purposes of this PWS will be the date the employees DD Form 2875 is submitted for approval. When staff depart who possess special access or administrative rights, it is the vendor’s responsibility to ensure a replacement is identified within one business day and a 2875 is submitted if required.

1.6.9. Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The Contracting Officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

1.6.10. Contracting Officer Representative (COR): The COR will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notify both the Contracting Officer and Contractor of any deficiencies; provide site entry of Contractors. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.11. Key Personnel: The follow personnel are considered key personnel by the government and names shall be submitted with the proposal and prior to any change: Program Manager and Deputy Program Manager. The contractor shall provide a Program Manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the contractor when the Program Manager is absent shall be designated in writing to the contracting officer with the proposal and prior to any PM/DPM changes. The Program Manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The Program Manager or alternate shall be available between 8:00 AM to 5:00 PM, Monday thru Friday except Federal holidays or when the government facility is closed for administrative reasons. Qualifications for all key personnel are listed below:

1.6.11.1. Program Manager (PM): The Program Manager serves as the authority of the Contractor on site and must be proficient in project management, data analysis, and have prior honorable service as a Recruiting Senior Non-Commissioned Officer or Commissioned Officer with duty as a Battalion level staff member or higher within the last 5 years. In addition to having prior recruiting experience this individual must at a minimum be a High School diploma graduate and have two years’ experience as a program manager. This staff member will be expected to professionally brief very Important Person(s) (VIP) visitors. Experience within the accessions process during the last 5 years will make the time requirement current, as long as they have met the Recruiting Senior Non-Commissioned Officer or Commissioned Officer with duty as a Battalion level staff member or higher requirement. Accession experience can include but is not limited to staff at any level of USAREC BN, BDE, and DIV. For experience outside of the previously mentioned, submit the experience information through the COR and VRD GPM for review. The Government will have the final approval authority for experience outside of the previously mentioned.

1.6.11.2. Deputy Program Manager (DPM): The Deputy Program Manager will be able to act in full authority of the PM in the absence of the PM. The DPM will have a working knowledge of each function within the VRC. The DPM will be the primary POC within the VRC responsible for submitting all IT trouble tickets with G6 and HRC as needed. The Deputy Program Manager must have prior honorable service as a Recruiting Senior Non-Commissioned Officer or Commissioned Officer with duty as a Battalion level staff member or higher. In addition to having prior recruiting experience this individual must at a minimum be a High School diploma graduate and have two years’ experience as a program manager. This staff member will also be expected to professionally brief VIP visitors. Experience within the accessions process during the last 5 years will make the time requirement current, as long as they have met the Recruiting Senior Non-Commissioned Officer or Commissioned Officer with duty as a Battalion level staff member or higher requirement. Accession experience can include but is not limited to staff at any level of USAREC BN, BDE, and DIV. For experience outside of the previously mentioned, submit the experience information through the COR and VRD GPM for review. The Government will have the final approval authority for experience outside of the previously mentioned.

1.6.12. Identification of Contractor Employees: All contracts attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. All Contractor staff will wear a company ID badge in plain view which clearly identifies the staff member as a contractor, has a photo, and name of the staff member.

1.6.13. Safety and Accountability: Contractor shall follow all emergency procedures as directed by Headquarters USAREC in the event of an incident or emergency. All contractors must be accounted for and the accountability will be reported to the rally point commander and COR, VRD GPM or NCOIC.

1.6.14. Future Use: There is potential in the future to expand texting as policies change allowing mass text capability to be used for lead refinement.

1.6.15. Data Rights: The Government has unlimited rights to all documents/material produced under this contract. All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

1.6.15.1. Data Storage: The Contractor will ensure that all data produced for this contract is maintained and stored on a share drive that is accessible by both the Government and the Contractor. As of the writing of this contract a shared drive is in use, however this could change as technology improves.

1.6.16. Organizational Conflict of Interest: Contractors performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the KO through the COR immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may offer other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.17. Phase in /phase out period: The Contractor will be given a full 30 business days as a phase-in period. During this period the previous Contractor will still be responsible for operations within the VRC while allowing the incoming Contractor to conduct interviews and other administrative work needed to ensure a smooth transition. At the conclusion of this PWS contract period of performance, during its last five business days, the Contractor will conduct phase-out operations allowing the incoming vendor time to conduct interviews and basic administrative actions in order to facilitate a smooth transition. It is not a requirement that the incoming Contractor use the phase in period, however it is highly recommended so they will be staffed and prepared for operations when their period of performance begins.

1.6.18. Staffing and Training Plan: The Contractor shall develop and present to the COR and VRD GPM the staffing and training plan during the kick off meeting. At a minimum the training plan will cover changes from the previous PWS to the new PWS for all current employees remaining from the previous vendor, regulation training for all staff based on current USAREC regulations, messages, training circulars, and safety and security training. The training plan should include date and time of the training, subject, and the reference used for the training. The VRD GPM will provide relevant regulations in support of training development. In the past, Contractors have used the VRC facility or classrooms at the Fort Knox education center for training depending on the group size.

1.6.19. Investigation of Alleged Impropriety and Misconduct: The Government will conduct an investigation of any alleged or perceived impropriety. The Government will allow the Contractor to conduct its own investigation as well. Any allegations will be investigated by the KO through the Contract Discrepancy Report process allowing the Contractor to submit rebuttals if desired.

1.7. Clothing: The Contractor will ensure that all staff wear appropriate business casual attire as defined in 2.1.3. Staff may wear jeans on Friday with the exception of a scheduled VIP visit. During scheduled VIP briefs the PM and DPM are expected to be in business attire.

1.8. Special Visits: The Contractor is not authorized to schedule or conduct site visits without the approval of the government. All access to the VRC is controlled by the government. Any person requiring access to the VRC that is not on the established roster will be escorted at all times by a government representative and the visitor will sign the visitor log both in the VRC and at the security desk. In the event of an unannounced visitor(s), the visitor(s) will be escorted from the VRC into the security desk lobby and the COR, GPM, and NCOIC will be notified. General Officers, Government VIP’s, and supported units with functions within the VRC such as SORB, AMEDD, and Cadet Command are exempt from the advance notice and visitor log requirement. Those visits will be annotated by the Contractor in the visitor log and notify the VRD GPM and NCOIC that they are in the area. When in doubt, call the COR, VRD GPM, or NCOIC before disclosing any information about the VRC. At no time will another contractor company not associated with the VRC be allowed access of any kind without COR or VRD GPM approval. This does not apply to G6 conducting official IT support. The Contractor will advise, using email, the COR, GPM, and NCOIC of any corporate visitors and provide the reason for the visit a minimum of three (3) working days prior to the requested visit. These personnel must sign the visitor log in the VRC and security desk and must be escorted at all times by a member of the VRC staff when outside of the VRC and immediate security desk lobby area.