PWS.pdf

CUI

Performance Work Statement

Transition Assistance Program (TAP) Data Entry / Front Desk Clerk

1. SCOPE

1.1 This is a non-personal service for a Transition Assistance Program (TAP) Data Entry / Front Desk Clerk supporting the Military & Family Readiness Center (M&FRC) on Kadena Air Base, Okinawa, Japan. The purpose is to conduct and maintain data entry and client services for M&FRC. The contractor shall provide labor, administrative duties, customer support, and program assistance to the M&FRC of Kadena Air Base as set forth in this Performance Work Statement (PWS).

1.2 Duties shall be performed at Bldg. 200, Douglas Blvd, Kadena AB, Okinawa Japan, or any location the M&FRC conducts services, or alternate locations when necessary.

2. PERIOD OF PERFORMANCE

2.1 One (1) 12-month base period and four (4) option periods from date of award.

3. SERVICES DESCRIPTION

3.1 FRONT DESK SERVICES

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

3.1.2 Contractor shall schedule personnel for all M&FRC classes and workshops using the Air Force Family Integrated Results Statistical Tracking (AFFIRST) system or provide guidance using approved online registration platform utilized by the M&FRC. Data entry and scheduling information shall be maintained at a minimum of 90% accuracy (defined as no more than 10 errors per 100 records reviewed). M&FRC Management will conduct monthly Quality Assurance (QA) reviews utilizing a random sampling of records. Failure to maintain the 90% accuracy standard for two consecutive months will result in a formal report to the Contracting Officer and may lead to a request for employee replacement.

3.1.3 The contractor shall assist M&FRC staff to prepare packets and handouts for M&FRC programs. The contractor shall keep M&FRC pamphlets updated and print and fold copies for programs.

3.1.4 Contractor shall maintain network integrity and ensure safeguards are in place to prevent loss of materials. Permits only authorized users to access the M&FRC Customer Wi-Fi and Internet Service Provider (ISP) accounts. Assist clients to use off-network computers and copiers at front desk resource area and access authorized programs using the main menu. Document and report all computer software/hardware malfunctions or abuse to M&FRC leadership or designee such as M&FRC ITAMS/Facility/Security Manager.

3.1.5 Contractor shall maintain the appearance of the Front Desk and assigned work area by keeping things neat and clean. The contractor shall align chairs, keyboards, materials, publications, and resources daily. The contractor shall report any inoperable equipment to M&FRC management.

3.1.6 Contractor shall input and maintain accuracy of data and resources in the AFFIRST system, MS Excel spreadsheets, or other approved platforms/systems. The contractor shall input and keep current information on service organizations and make appropriate referrals to both on and off-base agencies.

3.1.7 Contractor shall ensure maintenance of accountability statistics on resources used by clients, ensure clients complete required sign-in logs or intake forms, and generate a monthly usage report as directed by M&FRC management no later than the fifth (5th) day of each month.

3.2 TRANSITION ASSISTANCE PROGRAM ADMINISTRATIVE RECORDS

3.2.1 The contractor shall provide administrative assistance for the congressionally mandated TAP at the M&FRC, Kadena AB, Okinawa, Japan. The contractor shall provide basic information on the TAP process to separating service members and their families. The contractor will refer customers to the TAP program manager for questions beyond the scope of the basic TAP process.

3.2.2 The contractor shall be responsible for tracking TAP services of separating service members; as well as updating internal records and maintaining data in the AFFIRST system for service members and their families. The government provide training on utilizing AFFIRST data management system as it is unique to the M&FRC and can only be accessed with a CAC.

3.2.3 The contractor shall maintain, organize, and update internal tracking documents daily to include the notation of any status updates for each service member that identifies service members within a 24-month period of separation. The Contractor shall save all internal tracking documents on the appropriate platforms.

3.2.4 The contractor shall reference internal tracking documents to identify any service members who have not yet initiated the TAP process and are within a 365-day timeframe of separation.

The contractor shall notify TAP program manager of any findings.

3.2.5 The contractor shall administer the timely and accurate input of congressionally mandated documentation for TAP. Responsible for the accurate collection, input, inventory, maintenance and tracking of all forms within TAP. Review standardized personnel rosters to determine enrollment status, initiate e-mail enrollment notifications, and document actions in AFFIRST.

3.2.6 In coordination with the TAP Core Compliance Expert, the contractor shall review the attendance registration for workshops, create and disseminate pertinent information, and address program inquiries from program participants. The contractor shall collect and accurately input data for statistical reports and workshop registration in AFFIRST.

3.3 TAP INITIAL AND PRESEPARATION COUNSELING

3.3.1 The contractor shall coordinate with TAP Manager on a weekly basis to obtain listings of eligible members for separation. The contractor shall contact members via email or phone to schedule Initial Counseling appointments and provide members with instructions/documents.

3.3.2 The contractor shall update service members’ records in AFFIRST utilizing documents collected during counseling sessions.

3.3.3 The contractor shall put together TAP packets, monitor supplies, make copies as needed, and notify TAP program manager of any shortages for items needing purchasing.

3.3.4 The Contractor shall input Pre-Separation data into transition tracker spreadsheet(s) utilizing MS Excel, AFFIRST, and/or other approved platforms/systems.

3.3.5 The contractor shall contact individuals to reschedule appointments or workshops in the case of absences.

3.4 TAP CAPSTONE APPOINTMENTS

3.4.1 The contractor shall track members enrolled in TAP utilizing the tracking document identified by the TAP program manager.

3.4.2 The contractor shall contact members enrolled in TAP who are approaching or within a minimum of a 90-day Capstone window and schedule for individual appointments with M&FRC staff members. The contractor shall communicate which documents will be required and shall send electronic copies to members once the appointment is scheduled.

3.4.3 The contractor shall contact individuals to reschedule appointments in the case of absences.

4. RECORDS MANAGEMENT

4.1 The contractor shall comply with AFI 33-322, Records Management Program, paragraphs 7 and 10; DoD Regulation 5400.7 Air Force Supplement, Freedom of Information Act; and AFI 33-332, Privacy Act Program. Disposition of records shall be in accordance with the Air Force Records Information Management System (AFRIMS) schedule. The Military & Family Readiness Center point of contact (POC) will review all paper and electronic records to ensure the above requirements are met. All created and maintained records and files shall remain the property of the Government and shall be returned to the Government upon completion of this contract.

5. DELIVERABLES

5.1 The contractor shall provide the M&FRC Flight Chief a monthly data entry report in a format provided by M&FRC Management not later than the fifth working day of the month.

5.2 The contractor shall meet weekly with the M&FRC TAP Core Compliance Expert to coordinate TAP congressional mandated programs and services.

5.3 The contractor shall independently execute the tasks defined within the scope of this PWS.

The Chief, Military & Family Readiness Center or designee will provide prioritization of these PWS requirements but will not provide direct supervision to the contractor employee.

6. GENERAL INFORMATION

6.1 HOURS OF OPERATION. The contractor shall perform the services required under this contract, for an estimated 40 hours per week. Normal operating hours are 0730 to 1630, Monday through Friday. Lunch will be no more than one hour and shall be coordinated with M&FRC personnel to ensure front desk/phone coverage while away from work area. Work executed outside the allotted hours in the contract may only be approved by the Contracting Officer, 18th Contracting Squadron. Additional hours (if approved) will be added via a bilateral modification.

No additional hours shall be worked until the modification is complete and the Contracting Officer notifies the Contractor.

6.2 TIME OFF. The Prime Contractor is responsible for managing their employee's leave.

Planned absences and vacation time shall be coordinated with M&FRC Management at least two weeks in advance to ensure operational awareness.

6.2.1 In the event of illness or family emergency where 2 weeks’ notice cannot be provided, the contractor, with approval of the M&FRC Flight Chief or designee, may adjust the duty schedule to make up no more than 8 hours per month, provided this adjustment is coordinated with the M&FRC Flight Chief to ensure facility coverage.

6.2.2 Approved vacations shall not exceed more than fourteen (14) consecutive calendar days at one time. No temporary substitutions are allowed.

6.2.3 If contractor is absent for more than 20 days in a 90 day period, without substantiated approval due to extenuating circumstances, it may lead to termination.

6.3 FEDERAL HOLIDAYS. The contractor is not expected to provide services on U.S. Federal Holidays: New Year’s Day, Martin L. King, Jr. Day, President’s Day, Memorial Day, Independence Day, Juneteenth Day, Labor Day, Columbus Day, Thanksgiving Day, Veteran’s Day, and Christmas Day.

6.4 OTHER CLOSURES. Contractors are not expected to work when the M&FRC is closed for installation “Readiness/Family/Goal/Down Days” as decided by the installation Commander.

These are typically once a month in conjunction with a U.S. holiday weekend but may be more frequent at the installation Commander’s discretion. If center has employees working on Readiness Days, contractor will be given the option to work if they choose. In the event of base closure due to inclement weather (e.g Typhoon Conditions), the contractor shall align with the Wing Commander’s directives. The contractor is not expected to perform services when the facility is closed due to severe weather, and such closures shall be considered excused absences without penalty to the contractor.

6.5 DRESS CODE: The contractor shall have a neat appearance and dress in business casual professional attire while in performance of contract, unless otherwise approved by the M&FRC Flight Chief due to special events or morale days. Inappropriate attire includes, but is not limited to, sweats, skirts shorter than 2 inches above the knee, exposed midriff, spaghetti straps, sheer clothing, low cut tops, shorts, flip flops, slippers, sleep wear, bib overalls, tops with particularly offensive words, terms, logos, pictures, cartoons or slogans, halter tops, and t-shirts. Hats are not appropriate attire, however, head covers that are required for religious purposes or to honor cultural tradition are permitted.

6.6 EMERGENCY OPERATIONS. The contractor shall not be required to perform services during twenty-four-hour Command directed emergency operations (EFAC-Emergency Family Assistance Center); except to report for normal duty hours at designated work location.

6.7 CRISIS OPERATIONS. Performance of services during crisis declared by the National Command Authority or overseas combatant commander. The contractors in not considered mission essential. In the event the contractor is unable to perform daily operations, due to peacetime emergency and/or wartime contingency disturbances, etc.; the contractor shall contact the M&FRC Flight Chief immediately. Neither the Government nor the contractor shall take action for non-compliance with contract requirements.

6.8 NON-PERSONAL SERVICES. The Government will provide orientation to M&FRC facilities, local processes, and government-unique systems (e.g., AFFIRST); however, as a non-personal services contract, the contractor employee reports directly to the Prime Contractor for all human resources, disciplinary, and administrative matters.

7. QUALIFICATIONS

7.1 Contractor shall have at a minimum a High School Diploma or equivalent and at least one year of data entry experience. Contractor shall be familiar with standard concepts, practices, and procedures within a customer support and business environment. Contractor shall rely on judgement and plan to accomplish goals.

7.2 Must be proficient in applying and troubleshooting Microsoft Office Suite applications; to include MS Windows, MS Outlook, MS Word, MS excel, and MS PowerPoint. Must have the ability to quickly become proficient on additional software platforms to maintain integrated reports and data analysis.

7.3 Must be proficient in both written and verbal English as well as in typing. Provide certificate to confirm English proficiency level (e.g., TOEIC, TOEFL, or ALCPT).

7.4 Must possess an understanding of military protocol, structure, and chain of command, experience with Military & Family Readiness Center functions or similar services, understanding of family systems in a military setting, and the ability to work effectively with diverse groups.

8. SECURITY REQUIREMENTS

8.1 COMMON ACCESS CARD

8.1.1 Contracted personnel will require computer access. Requirements for CAC application in MP-ICAM include the following:

Requirement Description

Citizenship Be a U.S. citizen with a social security number.

Fingerprints Have had an FBI fingerprint check with favorable results.

Background Check Have had, at minimum, a NACI background investigation.

Authorization Letter of authorization signed by contracting officer (aka SPOT LOA).

Identification Valid Photo ID.

The Contracting Officer’s Representative (COR) or designated Government Trusted Agent (TA) will serve as the sponsor and assist the contractor with this process. Once issued, the CAC must be in the contractor’s possession at all times while on base and performing official duties.

8.2 COMPUTER SECURITY

8.2.1 Contracted personnel shall have successfully completed, as a minimum, a National Agency Check, for appropriate security of privacy act information, before being appointed to the duty location (M&FRC); and operating government furnished workstations that have access to Air Force e-mail systems. The contractor shall comply with the DoD 5200.2-R, Personnel Security Program, and AFI 33-119, Electronic Mail (E-Mail) Management and Use, requirements. The contractor shall be responsible for completing the SF-85P Worksheet and providing fingerprint cards within 60 days of the contract award. The contractor shall complete the mandatory annual DoD Cyber Awareness Challenge training prior to being granted network access, and annually thereafter.

8.3 CONTRACTOR IDENTIFICATION BADGE

8.3.1 Contracted personnel shall present a neat, professional appearance and be easily recognized as contractors. The contractor shall wear a name tag issued by the government, which is easily visible and provides identification as a contracted employee. Name tag will be worn on the outer clothing so that the badge is visible at all times.

8.4 PROPERTY AND PHYSICAL SECURITY

8.4.1 The M&FRC will provide workspace, desk, computer, associated equipment and office supplies.

8.4.2 The contractor shall be responsible for safeguarding all government property provided for contractor use. At the close of each work period, contractor shall secure all equipment and material in accordance with established procedures.

8.5 KEY CONTROL

8.5.1 The contractor shall establish and comply with methods of making sure all keys issued to the contractor by the Government are not lost or misplaced and are not used by unauthorized people. The contractor shall not duplicate any keys issued by the Government. The contractor shall prohibit the use of keys issued by the government, by any person other than the contractor’s employees to permit entrance of persons other than the contractor employees engaged in performance of contract work requirements in those areas.

8.5.2 The contractor shall immediately report to the Contracting Officer’s Representative (COR) or Program Manager any occurrences of lost or duplicated keys.

In the event keys, other than master keys, are lost or duplicated, the contractor may be required, upon written direction of the contracting officer, to re-key or replace the affected lock or locks without cost to the government. The government may, however, as its option, replace the affected lock or locks or perform re-keying and deduct the cost of such 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.

8.6 CONTROLLED UNCLASSIFIED INFORMATION (CUI)

8.6.1 The contractor shall comply with the Freedom of Information Act (FOIA) 5 U.S.C. 552 and/or the Privacy Act of 1974 Program requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting and safeguarding CUI material.

9. JAPANESE ROAD LAWS

9.1. The contractor shall comply with Japanese Road Laws while on US Military installations to specifically include Article 43 The Road Law (Japan) (prohibited acts relative to roads). No person shall commit the following acts described:

9.2. Damaging the road, causing roads to be littered with debris, polluting the roads with debris or fall out from motor vehicles or otherwise defacing roads unreasonably or without due cause.

9.3. Article 43-2 (Measures to be taken to prevent cargo or things loaded on motor vehicles from falling out)

9.4 The agency managing a road may when there is reasonable cause for him to feel that items or cargo being carried in or on a motor vehicle may fall out and damage, pollute, or otherwise deface the road in such manner as to hinder or obstruct the traffic, order the operator of the vehicle in question to take steps or measures necessary to prevent occurrence of such hindrance by stopping operation of the vehicle, or correcting the method of loading or traveling or operation of the vehicle.

10. REQUIRED INSURANCE

10.1 The Contractor shall procure and maintain during the entire period of his performance under this contract the following minimum insurance on each vehicle used by the Contractor at the work site.

10.2 Type: Automobile Property Damage Insurance Amount: ¥3,000,000 or Dollar equivalent Bodily Injury Insurance Amount: ¥30,000,000 or Dollar equivalent

10.3 All vehicles must be properly inspected/insured in accordance with Japanese Compulsory Insurance (JCI) requirements.

10.4 Prior to the commencement of work hereunder, the Contractor shall furnish to the Contracting Officer a certificate or written statement of the above required insurance. The policies evidencing required insurance shall contain an endorsement to the effect that cancellation or any material change in the policies adversely affecting the interests of the U.S.

Government in such insurance shall not be effective for such period as may be prescribed by the laws of the state in which this contract is to be performed and in no event less than thirty (30) days after written notice thereof to the Contracting Officer.

11. SUBMISSION OF INVOICES

11.1 Submission of Invoices. The contractor shall submit invoices through Wide Area Workflow (WAWF) IAW FAR clause 252.232-7003 Electronic Submission of Payment Requests and Receiving Reports.

12. PERFORMANCE REQUIREMENTS SUMMARY (PRS)

Performance Objective

PWS

Reference

Performance Threshold (Standard)

Method of Surveillance

Data Entry & Scheduling Accuracy

Paragraph 3.1.2

Maintained at a minimum of 90% accuracy (no more than 10 errors per 100 records reviewed).

Monthly Quality Assurance (QA) reviews utilizing a random sampling of records by M&FRC Management.

Monthly Usage Report Delivery

Paragraph

3.1.7 & 5.1

Submitted to M&FRC Management no later than the fifth (5th) working day of each month.

100% Inspection by M&FRC Management.

Performance Work Statement