PWS Front Desk Admin Support.docx

PERFORMANCE WORK STATEMENT

FOR

TRANSITION ASSISTANCE PROGRAM DATA ENTRY SERVICES & ADMINISTRATIVE SUPPORT FOR THE MILITARY & FAMILY READINESS CENTER

MINOT AFB, NORTH DAKOTA

SECTION I.

DESCRIPTION OF SERVICES

1.1. SCOPE OF WORK: Non-personal services in support of U.S. Air Force Military & Family Readiness Center (M&FRC) to include Transition Assistance Program (TAP) data entry and front desk customer service functions. All labor and transportation necessary to provide this non-personal service is the responsibility of the contractor.

1.2. SPECIAL QUALIFICATIONS: The Contractor shall ensure employees have knowledge of Microsoft Office, Access and Excel programs. Knowledge of correct grammar, spelling, punctuation, capitalization, and format to accurately prepare and edit written correspondence and reports. Knowledge of format, rules, procedures, and operations applicable to clerical assignments to prepare/review routine correspondence/reports, screen telephone calls and visitors, maintain files/records, review and process mail, and perform clerical procedures to arrange a variety of material from different sources and other administrative work of organization. Ability to locate, assemble, and compose information for routine reports, inquiries, and nontechnical correspondence. Ability to communicate effectively, both orally and in writing, using tact and courtesy. Knowledge of and/or experience with AF terminology is preferred.

1.3. CONTRACTOR SPECIFIC TASKS: All tasks shall be accomplished in accordance with AFI-36-3009, M&FRC program desk guides, AFFIRST Training guides and all other pertinent Air Force, Air Force Global Strike Command, and local command policies and publications. Contractor shall read AFI-36-3009, all M&FRC Program desk guides, and will become thoroughly familiar with the AFFIRST and TAP ACCESS database systems.

1.3.1. Uses varied functions of multiple office automation software to produce a wide range of documents, formats, etc. Specific assignments require a varying number and sequence of steps and use of different functions from one assignment to another. Uses word processing software to create, copy, edit, store, retrieve, and print forms, memos, and letters and lengthy reports; uses existing database or spreadsheet software to create, enter, revise, sort or calculate, and retrieve data for reports; and uses graphics software to provide graphs and charts for reports and presentations. Assists in developing look and format of reports and in identifying and solving problems in existing methods or procedures. Assists in developing training aids for use by office members and providing them with hands-on-training. May create elementary macros to simplify and expedite assignments and provide instructions on their use to others in the office. Performs simple troubleshooting of system and/or software problems encountered by co-workers. Transmits and receives documents and messages electronically using personal computers or workstations that are networked or linked to other computers or workstations.

1.3.2. Prepares a wide variety of recurring and nonrecurring correspondence, reports, and other documents. Composes nontechnical correspondence, such as instructions on office procedures, requests for information, and letters of acknowledgment or notification. Consolidates and finalizes information from system and files for various reports in accordance with established reporting procedures. Gathers and summarizes information from files and documents for supervisor’s or other staff members use in responding to inquiries, recognizing which information is or is not relevant to the issue at hand. Proofreads/edits correspondence and documents for correct grammar, spelling, capitalization, punctuation, and format.

1.3.3. Reviews and processes incoming and outgoing correspondence, materials, publications, regulations, and directives. Screens incoming mail and electronic messages to identify what needs to be brought to the attention of the supervisor, referred to appropriate staff, rerouted to other organizations/offices, or handled personally. Using automated schedulers or calendars, establishes suspense dates and brings to supervisor’s attention those that cannot be met by requested date or when there is a conflict. Reviews outgoing correspondence for procedural and grammatical accuracy, conformance with administrative requirements, and factual correctness. Advises the writer of any deviations or inadequacies. As requested, downloads publications and forms from electronic publications/forms systems and distributes using electronic mail.

1.3.4. Receives telephone calls and greets visitors. Ascertains the nature of the calls or visits. Based upon knowledge of the organization and its programs and operations, refers telephone calls and visitors to appropriate staff or office. Personally answers nontechnical requests for information such as status of reports, suspense dates for matters requiring compliance, and similar information readily available from files or from knowledge of the organization. Provides follow-up on requests for information.

1.3.5. Establishes, updates, and maintains office records of various types. Uses a variety of automated systems (e.g., records management, electronic forms, electronic publications library, time and attendance, etc.) and non-automated to perform TAP data entry and various clerical duties. Establishes, files, maintains, purges, and disposes of office records/files in accordance with regulations and procedures. Maintains file plan in accordance with regulations. Maintains and posts publications and/or technical orders and disposes of obsolete publications. Exercises control over reference materials, providing check out services, and recovering or requisitioning lost materials to maintain a high document availability rate. Updates and enters data into electronic files, ACCESS or AFFIRST systems. Prepares and consolidates time and attendance records. Requisitions office supplies, printing support, and related materials and services. Updates tracker or suspense files as required. May be responsible for the receipt, control, logging, safekeeping, and necessary action on classified materials.

1.3.6. Serves as the primary Record Custodian for M&FRC. Establishes, maintains, purges, and disposes of office records/files in accordance with regulations and procedures. Prepares a wide variety of internal/external correspondence and reports.

RECORDS MANAGEMENT: All records, files, documents, regardless of media (e.g., paper, electronic, etc.), as described in the Statement of Work, that are the responsibility of the contractor are the property of the Government and shall remain so upon termination or completion of the contract. The contractor shall keep these items current and maintain and dispose of them in accordance with the requirements established in Air Force Instruction (AFI) 33-322, Records Management Program and the Air Force Records Disposition Schedule which can be provided by the Chief of Records upon request. Records shall be turned over to the Government upon completion of the contract unless otherwise stated. All records are subject to the Freedom of Information and Privacy Act. The Minot AFB Records Management Office (5 BW/IPR), 723-7917, will provide assistance and training to the contractor to ensure compliance with Federal record keeping requirements.

1.3.7. Demonstrates appropriate public relations. Provides information to potential patrons on types and availability of M&FRC programs and services.

1.3.8. Maintains M&FRC outlook appointment calendar.

1.3.9. Ensures customers complete the Statement of Understanding (SOU) or other forms as required.

1.3.10. Uses the Air Force Family Integrated Results and Statistical Tracking System (AFFIRST) to maintain individual customer records.

SECTION II.

SERVICE DELIVERY SUMMARY

Section II, Service Delivery Summary does not apply to this requirement.

SECTION III.

GOVERNMENT-FURNISHED PROPERTY AND SERVICES

3.1. FACILITIES: The contractor is responsible for keeping the area in a clean and orderly condition.

3.2. EQUIPMENT: The government will provide a workspace and all necessary equipment, supplies and materials to include workstations, computer (with internet access), telephone and other materials and equipment mutually agreed to fulfill the requirements of this contract for use during the duration of the contract. Upkeep of the workspace and equipment will be the responsibility of the government.

3.3. SERVICES/UTILITIES: All reasonable quantities of utilities shall be made available to the contractor without cost. Any temporary connection of lines that may be required shall be installed, maintained and removed by the Contractor at the Contractor's expense. Temporary connection shall follow existing lines or the building line and shall be installed safely IAW standard commercial practices.

3.4. ACCESS TO THE NETWORK: Access to the network is required and will be gained via the TASS system. A background check will be initiated/completed as part of this requirement. All training required for access to the network will be accomplished.

SECTION IV.

GENERAL INFORMATION

4.1. QUALITY ASSURANCE: The Contracting Officer Representative (COR) is hereby designated as the Military and Family Services Flight Chief. The COR may observe the contractor or subcontractor at any time to assure that the tasks and services are being performed in accordance with established guidelines.

4.2. SAFETY: Contractor to comply with all Safety Regulations. The Contractor shall not require any worker to work under conditions that are unsanitary, hazardous, or dangerous to health or safety. Smoking at the facilities is permitted only in prescribed smoking areas as indicated by the COR.

4.3. STORAGE/HANDLING OF MATERIAL: N/A

4.4. HOURS OF OPERATION AND HOLIDAYS

4.4.1. The government will determine the number of units (a pre-scheduled eight hour block of time dedicated to providing the services identified in this Performance Work Statement) required each week and will notify the contractor with the intended schedule no later than 7 days prior to the designated work unit. Normally a maximum of 40 hours will be worked per week. It is estimated that five (5) work days will be required per week and that each day will require 8 hours, 0730-1630 Monday-Friday.

4.4.2. Overtime: Overtime is not authorized.

4.4.3. Leave Policy: Contractor must have a Front Desk Assistant in place within 14 days of contract award. If throughout contract performance period the position becomes vacant, the Contractor must fill the position with a qualified candidate within 14 days on position vacancy. Contractor is required to provide a replacement in case of absence of 30 days or more, except in the case of serious illness, injury or death.

4.4.4. Recognized Holidays: The contractor is not required to provide service, on the following days or when the office is closed or outside the normal work hours.:

4.4.5. Dress Code: Employee shall maintain good personal hygiene and present a well-groomed and professional appearance. Business Casual attire is required. Jeans are permitted provided they are in good condition (no holes, tears, worn areas). Name tag must be worn at all times.

4.4.6. Base Closures: Work is not required during base closures. Contract position will follow the Category 4 reporting requirements.

4.4.7. Performance of Services During Crisis Declared By the National Command Authority or Overseas Combatant Commander: According to Department of Defense Instruction (DoDI) 3020.37, Continuation of Essential DoD Contractor Services During a Crisis, and the Air Force implementation thereof, unless otherwise directed by an authorized Government representative, it is determined that Backup Education Advisor requirements under this PWS are not essential and do not need to be performed during a crisis.

4.5. SECURITY REQUIREMENTS

4.5.1. Physical Security: The contractor shall be responsible for safeguarding all government property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured, and utilities turned off or set for conservation.

4.5.2. Base Passes: The contractor will be required to comply with all security and safety clearances that are enforced at Minot AFB. All contractor's personnel requiring access to Minot AFB, ND will be required to obtain base vehicle passes.

4.5.3. Vehicle Registration: All contractor vehicles must be permanently or temporarily registered with the State of North Dakota Motor Vehicle Department, per applicable State Law.

4.5.4. Security Training: The contractor ensures all contractor employees receive initial and recurring security education training from the sponsoring agencies security manager. Training must be conducted IAW DOD 5200.1-R, Information Security Program Regulation, and AFI 31-401, "Information Security Program Management". Contractor personnel who work in Air Force controlled/restricted areas must be trained IAW AFI 31- 101, The Air Force Installation Security Program.

4.5.4.1. Operational Security (OPSEC) Training: All new contractor employees will complete OPSEC Awareness Training within 30 calendar days of their reporting for duty. Additionally, all contractor employees must complete annual OPSEC awareness training and training provided by 5 FSS. The contractor shall submit certificates of completion for each affected contractor and contractor employee, to the COR within five (5) calendar days after completion of training, OPSEC awareness training is available at: Center for Development of Security Excellence, https://www.cdse.edu, course title; OPSEC Awareness for Military Members, DOD Employees and Contractors GS130.16, https://www.cdse.edu/Training/eLearning/GS130/

4.5.5 Key Control: The contractor shall establish and implement methods of making sure all keys issued to the contractor by the Government are not lost or misplaced and are not used by unauthorized persons. The contractor shall not duplicate any keys issued by the government.

4.6. CONTRACTOR PERSONNEL

4.6.1. Personnel: Contractor personnel shall present a neat appearance.

4.6.2. Weapons, Firearms, and Ammunition: Contractor employees are prohibited from possessing weapons, firearms, or ammunition, on themselves or within their Contractor-owned or privately owned vehicle while on Minot Air Force Base.

4.6.3. Employee Restrictions: The Government reserves the right, under this contract to restrict the employment of any employee, or prospective contractor employee, who is identified as a potential threat to the health, safety, or general well-being of operations mission of the installation and its population. Contractor Management and employees must conduct themselves in a professional manner at all times, in the performance of their assigned duties and responsibilities.

4.6.6. Mandatory Seatbelt Requirement: The use of seatbelts by all vehicle operators and passengers is mandatory on Minot AFB, ND, to include the operation of vehicles on Minot AFB Missile Sites. The first offense carries a mandatory ten-day driving suspension. The second offense has a 30-day driving suspension. The third offense and subsequent offenses, the driving suspension period will be determined by the 5th Mission Support Group Commander.

4.6.7. Cell Phone Usage: The use of cellular telephones while driving on Minot AFB without a hands-free device is prohibited.

4.6.8. Traffic Regulations: Contractor will abide by all traffic regulations outlined in the Air Force Regulation 31-206, for Minot AFB, as supplemented. Copies of these regulations and supplements are available for review at Base Pass and Registration, 15 Missile Avenue or Base Security Police Office, 330 Tanker Trail. Changes will be furnished to the contractor prior to enforcement.

4.8. INVOICING: Invoicing will be accomplished in accordance with the terms and conditions of the Blanket Purchase Agreement.

4.9 GLOSSARY OF TERMS: Commonly used military and M&FRC-related acronyms, abbreviations and definitions with which contractor must be familiar: