Performance Work Statement.docx

PERFORMANCE OF WORK STATEMENT

19 FSS AIRMAN & FAMILY READINESS CENTER

FRONT DESK/DATA ENTRY CLERK

1.0 DESCRIPTION: The contractor shall provide all personnel, supervision, transportation, and other services necessary to perform the position of Front Desk/Data Entry Clerk for the 19 FSS Airman and Family Readiness Center (A&FRC). The contract will be for one base year plus four (4) twelve (12) month options. The contractor shall perform all services in accordance with this Performance Work Statement.

1.1 General Location: Duties shall be performed at the Airman & Family Readiness Center located in the Walters Community Support Center, 940 Arnold Drive, Little Rock Air Force Base, AR 72099.

2.0 HOURS OF WORK

The contractor shall perform the required services as identified during the following hours: Monday through Friday between 0730 and 1630 hours. Lunch will be no more than one hour and must be taken between the hours of 1100 – 1300, with any deviation approved by the Chief of the A&FRC. If contractor personnel is required to attend A&FRC job related meetings or trainings outside the normal duty hours, contract personnel shall coordinate their schedule with the A&FRC so as not to exceed 40 hours for the week. All work will be performed during the above times or exceptions; overtime will not be required. The contractor shall work a maximum of 40 hours per week. The contractor is not required to perform service on Federal Holidays and designated Air Mobility Command Family Days..

If the contractor substitutes the permanent contractor employee for a temporary period of time, the replacement employee shall meet the same qualification standards as stated in the contract Statement of Work. A replacement employee is required when the permanent contractor employee us unavailable for more than 21 calendar days. The contractor must ensure no vacancy exceeds 35 consecutive calendar days, which includes a 5-day grace period to account for holidays, family days, and weekends.

The Contractor shall submit a detailed and itemized monthly invoice for approval in Wide Area Work Flow reflecting all hours worked to designated representative. In the event of absence, the invoiced amount shall reflect the absence accordingly.

3.0 CONTRACTOR PERSONNEL

The contractor shall have a proficient working knowledge and capability to operate data entry device(s) to input lists, records, or other data points into an electronic format. Contractor shall have a strong working knowledge of Web Based applications, MS Office Word, MS Office Excel, and other MS Office Suite Products. Contractor shall have as a minimum of a high school diploma and 2-5 years of experience in the field or in a related area. Contractor shall be familiar with standard concepts, practices, and procedures within a customer support and business environment. Contractor shall be able to rely on experience and judgment to plan and accomplish goals.

4.0 DESCRIPTION OF NON-PERSONAL SERVICES

4.1 Contractor shall receive telephone calls, greet visitors, ascertain the nature of the call or visit, direct clients to the appropriate program manager in the A&FRC, schedule clients for A&FRC classes and appointments and provide complete and clear information that addresses most routine or procedural issues.

4.1.1. Contractor shall input data and resources in the Air Force Family Integrated Result Statistical Tracking (AFFIRST) database system and the Department of Defense Transition Assistant Program (DOD TAP) systems to include but not limited to scheduling clients for Initial Counseling, Pre-Separation, Transition Assistance Program Goals, Plans and Success (TAP GPS), Executive Transition Assistance Program (ETAP), Veterans Administration Benefits Briefings I and II, the Education Track, the Technical and Skills Track, the Entrepreneur (Boots to Business) Track, and the Capstone Event.

4.1.2. Contractor shall enter personnel forms to include the EForm 2648, Service Member Pre-Separation/Transitioning Counseling and Career Readiness Standards for Service Members Separating, Retiring, Released from Active Duty.

4.1.3. The Contractor shall be responsible for reference library check-out procedures and shall ensure items are tracked and returned by clients. The Contractor shall account for library integrity and ensure safeguards are in place to prevent the loss of materials.

4.1.4. The Contractor shall maintain the appearance of the Front Desk/Discovery Resource Center. The Contractor will align chairs, keyboards, materials, publications, and resources on a daily basis. The Contractor shall report inoperable equipment to A&FRC management. In the event of an elevated HPCON directing disinfecting equipment, Contractor will be responsible for disinfecting of the Front Desk/Discovery Resource Center.

4.1.5. The Contractor shall input and maintain accuracy of data and resources in the AFFIRST system. The Contractor shall input and keep current information on service organizations and make appropriate referrals to both on- and off-base agencies.

4.1.6. The Contractor shall determine the needs of clients who call or walk in with a variety of family issues and connect them with appropriate staff, watching for opportunities to raise awareness of A&FRC programs and services.

5.0 DELIVERABLES

The Contractor shall provide the Chief of A&FRC and the government representative a monthly data entry report in an Excel format established by A&FRC management not later than the fifth working day of the month.

6.0 SECURITY REQUIREMENTS

6.1. Physical Security. The Contractor shall be responsible for safeguarding all government in place equipment provided for Contractor use. At the close of each work period, Contractor shall secure all equipment and materials in accordance with established procedures.

6.2. Safety. The Airman & Family Readiness Center shall supply safety training and ensure the Contractor conforms to Air Force Safety instructions and OSHA standards.

6.3. Pass and Identification Items. The Contractor shall ensure the pass and identification items required for contract performance are obtained. Base Entry Authorization Request Form will be completed and sent through appropriate channels for approval.

6.4. Retrieving Identification Media. The Contractor shall return all identification badges prior to contract expiration or termination of service.

7.0 OTHER SIGNIFICANT FACTORS/QUALIFICATIONS

7.1. Contractor shall be proficient and capable with using a personal computer and Microsoft computer software applications.

7.2. Contractor shall be familiar with the military rank structure and work effectively with diverse groups.

7.3. Contractor shall be able to speak, write, read and understand the English language fluently.

7.4. Contractor shall dress in appropriate business attire while in performance of contract. Inappropriate attire includes but is not limited to jeans, leggings, sweats, skirts shorter than 2” above the knee, exposed midriff, spaghetti straps, sheer clothing, low cut tops, shorts, flip flops and thong style footwear, slippers, sleep wear, bib overalls, short shorts, tops with potentially offensive words, terms, logo’s, pictures, cartoons or slogans, halter tops, tops with bare shoulders, t-shirts unless worn under another blouse. Jewelry should be in good taste with limited visible body piercings. Make-up, cologne and perfume should be in good taste and not over powering. Many customers are allergic to the chemicals in perfumes and make-up so these substances should be worn with restraint. Hats are not appropriate attire however head covers that are required for religious purposes or to honor cultural traditional are allowed.

7.5. Contractor shall gain competency and proficiency of duties within thirty (30) calendar days. Training will be conducted through on-the-job training by experienced Airman & family Readiness Center Staff Members

8. GOVERNMENT IN PLACE EQUIPMENT

The Government shall provide workspace, desk, personal computer, associated equipment, and office supplies. The Contractor shall be responsible for safeguarding all government property provided for contractor use. The Government will be responsible for repairs/replacement of outdated or unserviceable equipment.