PWS Front Desk Data Entry 30 Jan 20.pdf

PEFORMANCE WORK STATEMENT (PWS)

30 January 2020

AIRMAN & FAMILY READINESS CENTER (A&FRC)

FRONT DESK RECEPTION/DATA ENTRY

(SOCIAL SERVICE COMMUNITY ASSISTANT)

1.0 SCOPE OF WORK: The Contractor is responsible performing customer service support to

A&FRC customers to include conducting customer intake assessments, providing information and referral, administrative and customer services tasks—all requiring independent judgment. In addition, this position requires initiative, customer focused sensitivity, and discretion. Position will also serve as a back up to A&FRC Community Readiness Assistant as described further within. This position will involve light lifting and will require mobility (i.e. may have to sit on floor to inspect connections).

1.1 General Location: The work will be performed in the A&FRC, Building 660 on Travis

AFB, CA.

2.0 HOURS OF WORK.

Services shall be performed 40 hours per week, during the times A&FRC is open which currently is Monday through Friday from 0730-1630. Lunch breaks will be for one hour and must be taken between the hours of 1100-1300, with any deviation approved by the Chief of A&FRC. Services are not required and will not be paid for on Federal Holidays, AMC Family Days, Federal Holidays are New Year’s Day, Martin Luther King Jr.’s Birthday, President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day, and Christmas Day. If Contractor personnel is required to attend A&FRC job related meetings or trainings outside the normal duty hours, contract personnel shall adjust their schedule 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.

2.1 Period of Performance: Base Year (12 months) plus 4 (1) year option periods.

3.0 CONTRACTOR PERSONNEL

Contractor personnel shall have knowledge of A&FRC functions, speak and write the English language fluently; have competent working knowledge regarding operation of Dell compatible personal computers; and have independent, working knowledge of Microsoft Office products.

3.1 Absences and Personnel Substitutions: If Contractor will be absent for more than 16 hours during monthly invoice period, a qualified substitute must be provided. The A&FRC Chief or Non-Commissioned Officer In Charge (NCOIC) must be directly notified at least 4 weeks in advance, and provided information as required to obtain credentials for LAN (Local Area Network) access for replacement personnel prior to substitution. However, Contractor must directly notify A&FRC Chief or NCOIC at least 72 hours in advance, or as soon as possible in the case of emergencies. Contract shall give consideration to the impact absences will have upon A&FRC mission. Contractor will ensure that lack of service coverage will not exceed 16 hours during any month, and no more than 24 hours during any yearly quarter. The quarters begin on first day of start of contract (see para 5.13).

4.0 DESCRIPTION OF SERVICES:

4.1 Discovery Resource Center (DRC) Information and Referral (I&R)/A&FRC reception— Assist A&FRC staff in providing a full range of services in the following areas: financial and family life education, transition assistance, careers and spouse employment, relocation information, family readiness, and all other A&FRC services to authorized clients who seek assistance from the DRC. In providing the services listed herein the contractor shall coordinate with the Community Readiness Consultant/Technician who is responsible as core compliance expert. Contractor personnel shall be responsible with assisting customers upon their entrance to the A&FRC. The Contractor shall provide reception services for A&FRC Discovery/Reception Center visitors/clients and accomplish customer service and administrative duties as required.

4.2 DRC Customer Assistance—Provide assistance to clients who utilize DRC computer resources. Contractor shall notify A&FRC computer POC of all computer problems. Assist with the operation of computer-based programs, as specified in requirements below, and all other A&FRC programs. Position shall augment I&R services (listed in para. 4.1) to include receiving telephone calls and class scheduling.

5.0 DUTIES AND RESPONSIBILITIES

Contractor personnel shall:

5.1 Open the A&FRC Front Desk and DRC, to include the following:

5.1.1 Turn on lights, fans, and equipment; log computers onto main menus; stock printers with paper; and ensure daily sign-in log is current.

5.1.2 Inventory computer equipment at the beginning of each shift. Report loss or damage to the Equipment Custodian within 30 minutes.

5.1.3 Ensure adequate housekeeping is accomplished each day to maintain a neat, clean and professional environment at all times (i.e., dusting, straightening papers, cleaning surfaces/floors, stocking materials, etc.)

5.2 Provide services to authorized A&FRC clients, to include the following:

5.2.1 Meet and greet customers upon entry to A&FRC, ensuring all customers are logged in to AFFIRST and/or have signed in for computers in Discovery Center.

5.2.2 Will assist with the administration of Personnel Readiness Inventory (PRI) or future A&FRC assessment tool along with Statement of Understanding to all customers arriving in Discovery Center waiting for appointments with Community Readiness Consultant or Technicians (CRC/CRT).

5.2.3 Will provide Information and Referral (I&R) assistance to phone and walk-in customers, and other phone customers in the absence of the Community Readiness Assistant when needed, directing customers to appropriate A&FRC staff member as necessary.

5.2.4 Provide knowledgeable information regarding referral agencies to include, but not limited to, those listed in the DRC, www.MilitaryHomefront.dod.mil and www.MilitaryOneSource.com.

5.2.5 Check-in/out resource materials. Verify authorized patrons through use of military/family member/civilian ID card prior to issuing resource materials. Make telephone calls to recover materials not returned within the established time frame.

5.2.6 Assist clients with minor technical questions concerning use of computer programs and formatting of materials to be printed, such as but not limited to resumes and OF-612, Job Application Form. More in-depth requirements will be referred to A&FRC POC.

5.2.7 Administer timely and accurate input of congressionally mandated documentation for the Transition Assistance Program. Contractor is responsible for the accurate collection, input, inventory, maintenance and tracking of all forms within the Transition Assistance Program (e-form DD Form 2648; workshop rosters in appointment Plus and Tockify and AFFIRST;

inventory of all TAP workshop materials, handouts and guides).

5.2.8 In coordination with the TAP Core Compliance Expert, the contractor reviews the attendance registration for TAP workshops, creates and disseminates pertinent information and inquiries to program participants for the collection and entry of data for statistical reports and TAP workshop registration. Inputs customer information to Air Force Family Integrated Reporting and Statistical Tracking (AFFIRST) system and DMDC.OSD.MIL (DoDTAP).

5.2.9 Assist members with signing up for TAP workshops as a walk-in, e-mail or telephone assist.

5.2.10 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 Air Force Records Information Management System (AFRIMS) schedule. The Airman and Family Readiness Center Point of Contact (POC) will review all records, paper and electronic, to ensure requirements of the Records Management Program, Freedom of Information Act Program, and Privacy Act Program, are met. All records and files created and maintained shall remain the property of the Government and shall be returned to the Government upon completion or termination and under conditions of this contract.

5.2.11 Perform general maintenance and backup tasks for all non-network computers in the

DRC.

5.2.12 Answer A&FRC phone line within three (3) rings whenever possible, assisting callers with A&FRC services and class information and registration if requested, and directing calls to appropriate staff member. Make appropriate CRC/CRS appointment bookings on customer’s behalf.

5.2.13 Perform troubleshooting on computers, printers, TVs and DVD players, to include keeping printers loaded with paper, clearing paper jams, changing toner cartridges, ensuring cables are connected, assisting with using remote controls, ensuring customers know how to use equipment.

5.2.14 Post new job listings as received and purge outdated listings on a weekly basis within the Discovery Center.

5.2.15 Assist customers with the A&FRC computer bank (e.g. showing location of websites, helping them to log-on, assisting them load paper into printer, etc.).

5.2.16 Coordinate with A&FRC personnel when necessary to ensure customers receive correct information and/or are referred to appropriate resources and assistance.

5.2.17 Maintain Discovery Center notebooks and literature, ensuring Core Compliance A&FRC staff are notified when materials need to be replenished.

5.2.18 Ensure Discovery Center is neat and organized. This includes updating resource racks and shelves as new materials become available, discarding outdated material, and ensuring materials are in correct locations. Straightening materials, removing trash, wiping furniture down as necessary, removing, or relocating to appropriate location non-A&FRC marketing materials.

5.2.19 Ensure printer/copier is always supplied with paper and toner, notifying A&FRC Chief or NCOIC when more supplies are required.

5.2.20 Provide orientations of the Discovery Center for walk-in customers and workshop participants. Update and provide handouts as appropriate.

5.2.21 Ensure all customers sign in to the A&FRC to document usage of Discovery Center and A&FRC programs.

5.2.22 Ensure all customers visiting the A&FRC for something other than the Discovery Center complete and sign the Statement of Understanding forms. Until process is automated, will scan all signed consent forms into AFFIRST.

5.2.23 Conduct weekly checks of client computer usage, insuring that computers are being used for job search functions, relocation issues, deployment contacts, and not for unauthorized Internet sites. Ensure computer workstations are clean, neat, and orderly. Wipe down computer workstations and computers on a daily basis. Ensure Anti-Virus scans are performed daily.

Enforce computer usage rules.

5.2.24 Input and track Discovery Center visits in the AFFIRST data tracking system as needed throughout the day.

5.2.25 Inventory Discovery Center items upon initial assumption of duties and continue to track inventory of items, notifying, NCOIC or Chief of A&FRC when items are damaged, lost, stolen and in need of replacement.

5.2.26 Ensure all items checked out from Discovery Center are recorded in AFFIRST, and that customers have completed lending agreements for items on file and in their possession.

5.2.27 Prepare and send appropriate reminder memos to customers regarding return of checked out items and materials.

5.2.28 Issue vouchers or coupons to qualified customers for special programs such as Car Care or other similar type of special promotional or morale related programs.

5.2.29 Provide assistance to customers faxing approved documents.

5.2.30 The Contractor shall clear user CAC/PKI certificates from Internet Explorer at least weekly

5.2.31 The contractor shall clear the temporary Internet files folder weekly

5.3 Close the DRC, to include the following:

5.3.1 Police each area daily for general cleanliness

5.3.2 Clear tables/workstations

5.3.3 Empty recycling boxes and remove trash

5.3.4 Turn off equipment, fans and lights

5.3.5 Inventory computer equipment at the end of each shift. Report loss or damage to the Equipment Custodian within 30 minutes.

5.3.6 Secure windows and doors of the room/building.

5.4 Opening and closing procedures shall be the same as those of the A&FRC and DRC (5.3 and 5.7).

5.4.1 Verify authorized patrons through use of military/family member/civilian ID card prior to issuing items.

5.5 Document accountability statistics and resource use, to include the following:

5.5.1 Maintain sign-in logs for the A&FRC, DRC computer room. Ensure each client signs the log upon arrival. File current logs as well as those from the previous fiscal year in the DRC.

5.5.2 Maintain accountability statistics on client-used resources. Develop charts, logs, and statistical summaries as directed by A&FRC management.

5.5.3 Document client contact statistics and resource use in Air Force Family Integrated Results Statistical Tracking (AFFIRST) daily.

5.5.4 Complete reports and accounting on programs, give briefings/status updates when needed, ensure programs meet AMC guidelines, establish/recommend changes and manage personnel/data associated with programs.

5.6 Perform administrative duties to include printing, copying/collating, folding, stapling, and envelope stuffing/addressing/mailing.

5.7 Be responsible for general housekeeping. Areas shall have a neat, clean and professional appearance at all times.

5.8 Contractor or designated representative shall attend and record weekly A&FRC staff meetings to ensure compliance with agency vision, mission. Typed staff meeting minutes will be completed/provided NLT 2 working days after staff meeting for distribution to A&FRC personnel.

5.9 Work closely with A&FRC leadership to address concerns with the DRC.

5.10 Invoice monthly for services rendered. Time off not covered by a replacement will not be compensated for, and will be subtracted from the invoice for that month. Contractor cannot bill for days service is not required when A&FRC is closed as outlined in para 2.0. Contract will be billed for in hourly units, not smaller than quarterly hour increments.

6.0 SECURITY REQUIREMENTS

6.1 Physical Security: Contractor shall be responsible for safeguarding all Government property provided for use. At the end of each workday, ensure Government facility, equipment and materials are secure.

6.2 Pass and Identification: Contractor shall obtain and display all Government and contractor identification as required. Contractor shall return all Government issued identification and vehicle passes at contract expiration or termination thereof.

6.3 Traffic Laws, Weapons, Firearms and Ammunition: Contractor shall comply with all base traffic regulations. Contractor employees are prohibited from possessing weapons, firearms, or ammunition on themselves or within their contractor-owned or privately owned vehicle while on Travis AFB.

6.4 Key Control: Contractor shall safeguard and ensure Government furnished keys are not lost, misplaced or used by unauthorized individuals. Contractor shall not duplicate any Government furnished key and shall report immediately to the Chief A&FRC the loss thereof not later than the next workday after discover of loss. In the event keys other than master keys are lost or duplicated, the contractor may be required by written direction of the Contracting Officer, to rekey or replace the affected lock or locks at no cost to the Government. The Government may however, replace any affected lock(s) or perform re-keying and deduct such cost 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 of replacement shall be deducted from the next monthly invoice submitted for payment by the contractor.

6.5 Contractor personnel must have, or be qualified to obtain, a favorable National Agency Clearance (NAC) check in order to obtain a CAC (Common Access Card) card and LAN access.

Cost for CAC card will be paid for by Government.

6.6 Contractor shall conduct instructional classes in basic computer and Microsoft computer software usage for clientele. Classes must be made available each quarter with two of the classes conducted in the evening hours. Class dates and time are to be determined.

7.0 JOB QUALIFICATIONS

7.1 Contractor shall be competent in operating personal computer systems and Microsoft Office

7.2 Basic communication skills are essential for dealing with Discovery Resource Center patrons.

7.3 A minimum of 12 credit hours in the social sciences/social work OR prior work experience in an Air Force Airman and Family Readiness Center is highly desirable.

7.4 Contractor should have a basic understanding of military protocol, support group organizations, understanding of family systems in a military setting, and poses the ability to communicate and work effectively with a diverse population.

7.5 Contractor is expected to comply with reasonable dress and grooming standards based on comfort, productivity, health and safety. Contractor attire will be in good repair, and should not be considered offensive, disruptive, or unsafe.

7.6 The Contractor shall submit, at a minimum, the resume with at least two work related references to demonstrate qualifications of personnel that will be performing contract duties.

References cannot be from family members or friends. Since contract award will be based in part on personnel qualifications (concurrent with notification by Contractor of need for substitute as outlined in para 3.1), the Contractor must provide (prior to placement) A&FRC and the 60th

Contracting Squadron with replacement employee’s resume to ensure substitute is equally qualified.

7.7 Contractor shall have a good record of and maintain at a minimum, satisfactory punctuality rate and attendance record. Satisfactory is defined as not having derogatory and/or negative comments concerning punctuality or attendance. A satisfactory record of attendance and punctuality may also be verified/defined in accordance with commercial standards for authorized time-off.

8.0 Government-furnished Property and Support: The Government will provide the following at no cost to the Contractor:

8.1 Contractor personnel shall be required to attend or take training deemed essential or mandatory by Air Force Directives and Instructions or Airmen and Family Readiness Center Chief. If required, cost of training, to include travel/mileage, will be paid for by A&FRC. All other training deemed necessary by Contractor will be paid for by Contractor.

8.2 The Government shall provide training on all computer-based systems used by the A&FRC with the exception of Microsoft Office (Contractor shall be proficient in this area). The Government shall also supply/furnish the necessary workspace, desk, personal computer, associated equipment and office supplies necessary for normal daily office functions. The contractor shall be responsible for safeguarding all government property provided for contractor use

8.3 The Government shall provide telephone service for official use only. Government furnished phones will not be used for personal business or company business.

8.4 All necessary office supplies required in performance of this requirement.

8.5 The A&FRC will be responsible for providing the necessary paperwork to get contractor’s personnel access the Travis AFB LAN. Contractor is responsible for ensuring personnel complete required documents within 24 hours so computer access can be obtained in a timely manner. Contractor personnel will be required to pass an Information Assurance exam to gain access to the network, and have a favorable Security background check.

9.0 PRIVACY ACT:

9.1 Work on this contract may require that Contractor have access to Privacy Information.

Contractor shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a.

10.0 PERFORMANCE EVALUATION MEETING:

10.1 The contract manager may be required to meet with the Chief A&FRC and the contracting officer. Meetings shall be as often as necessary as determined by the contracting officer.

11.0 OTHER ABSENCES:

11.1 The Contractor shall notify the Chief A&FRC when absences will occur. If Contractor has an absence of more than 1 day, they must provide a substitute with comparable skills.

12.0 APPLICABLE PUBLICATION AND FORMS:

12.1 The Contractor shall follow the Air Force Instructions (AFI) listed below. The Government will provide all the required publications and forms at the start of performance. The Contractor, in conjunction with the A&FRC Flight Chief, shall be responsible for establishing requirements with the Publications Distribution Office and maintaining publications in accordance with applicable instructions.

12.1.1 AFI 36-3009, Airman, and Family Readiness Center Program.

12.1.2 AFI 91-301, Air Force Occupational Safety, Fire Prevention, and Health Program.

12.1.3 All Airman and Family Readiness Center Operating Instructions.

13.0 BASE ACCESS:

13.1 Permission for Contractor personnel and vehicles to enter the installation is subject to the approval of the Base Security Forces. The Contractor shall ensure the pass and identification items (valid driver’s license, current vehicle registration, and current insurance) required for entry access during the contract performance is obtained for employees and non-Government owned vehicles with the Travis AFB Security Office/Visitors Center.

14.0 RESTRICTIONS:

14.1 The Contractor is prohibited from receiving monies or other benefits from any source as a direct or indirect result of the services provided by the A&FRC. Contract personnel are prohibited from presenting themselves as A&FRC employees. At no time shall the Contractor or their personnel obligate A&FRC funds, resources, or personnel, or request the same on behalf of the A&FRC.