PWS - RAFM TDES (DRAFT).pdf

Performance Work Statement

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

100th Force Support Squadron Prepared by: Dana Cozzens Date: 19 February 2025

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 RAF Mildenhall, UK. The contractor will perform the following duties but not limited to receiving telephone calls, greeting visitors, ascertaining the nature of the call or visit, directing clients to the appropriate program manager in the M&FRC, scheduling clients for M&FRC appointments and classes, and providing complete and clear information that addresses most routine or procedural issues. The contractor shall provide administrative assistance for the congressionally mandated TAP at the M&FRC, RAF Mildenhall, UK. The contractor will 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. The contractor will be responsible for tracking the TAP services of separating service members; as well as updating internal records and maintaining data in the Air Force Family Integrated Results Statistical Tracking (AFFIRST) system for service members and their families.

1.2 Duties shall be performed at 460 Kansas Ave, RAF Mildenhall, UK (or temporary location if building renovations are necessary)

2. PERIOD OF PERFORMANCE

2.1 12-month base period and three (3) option periods from date of award.

3. SERVICES DESCRIPTION

3.1 FRONT DESK SERVICES

3.1.1 The contractor shall provide services as identified in the Performance Work Statement to provide assistance to the Military & Family Readiness Center. Tasks are not listed in their priority of importance. The contractor shall take task direction and training from government personnel; however they report directly to the Prime Contractor, if applicable, for matters concerning employer/employee concerns.

3.1.2 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 classes and provide complete and clear information that addresses most routine or procedural issues.

3.1.3 Contractor shall schedule personnel for all M&FRC programs and seminars using the AFFIRST system. This information shall be maintained at a minimum of 90% accuracy at all times. Monthly quality assurance reviews will be conducted on all records by M&FRC Management. Failure to maintain standards with lack of improvement over a 60 day period can lead to termination.

3.1.4 Contractor may be asked to assist M&FRC to prepare packets and handouts for M&FRC programs. Contractor may be asked to keep M&FRC pamphlets updated and print and fold copies for programs.

3.1.5 Contractor shall be responsible for monitoring and assisting clients to use Discovery Resource area computers, copier, fax machine and equipment. Contractor shall use integrity and ensure safeguards are in place to prevent loss of materials.

3.1.6 Contractor shall maintain the appearance of the Front Desk and Discovery Resource area by keeping things neat and clean. The contractor will align chairs, keyboards, materials, publications, and resources on a daily basis. The contractor shall report any inoperable equipment to M&FRC management.

3.1.7 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.

3.1.8 Contractor shall be responsible for reference library check-out procedures and shall ensure items are tracked and returns. The contractor shall account for library integrity and ensure safeguards are in place to prevent the loss of materials. All missing or not returned items should be reported to the M&FRC Flight Chief when discovered. Contractor will not be held responsible for items not returned.

3.2 ADMINISTRATIVE RECORDS

3.2.1 Contractor will maintain, organize, and update internal tracking documents; which identify service members within a 24-month period of separation. Contractor will save all internal tracking documents to the appropriate shared drive folders.

3.2.2 Contractor will update internal tracking documents on a daily basis; to include the notation of any status updates for each service member.

3.2.3 Contractor will reference internal tracking documents; in order to identify any service members who have not yet initiated the TAP process, and are within a 90-day timeframe of separation. Contractor will notify TAP program manager of any findings.

3.3 TAP INITIAL AND PRESEPARATION COUNSELING

3.3.1 Contractor will coordinate with TAP Manager, on a weekly basis, to obtain listings of eligible members for separation. Contractor will contact members via email to schedule Initial Counseling appointments.

3.3.2 Contractor will update service members’ records in AFFIRST; utilizing the documents collected during counseling sessions.

3.3.3 Contractor will put together Pre-Separation packets. Contractor will monitor supplies and make copies as needed and notify TAP program manager of any shortages for items needing purchasing.

3.3.4 Contractor will input Pre-Separation data into transition tracker spreadsheet(s).

3.3.5 Contractor will contact individuals to reschedule Initial or Preseparation Counseling; in the case of absentees.

3.4 TAP CAPSTONE APPOINTMENTS

3.4.1 Contractor will track members enrolled in TAP; by utilizing the tracking document identified by the TAP program manager.

3.4.2 Contractor will contact members enrolled in TAP, who are within a minimum of a 90-day Capstone window; and schedule for individual appointments with M&FRC staff members.

Contractor will communicate which documents which will be required; and will send electronic copies to members once the appointment is scheduled.

3.4.3 Contractor will contact individuals to reschedule appointments; in the case of absentees.

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; in order 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 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. A template will be provided.

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 in order 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, 48th 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. All requests for absence shall be coordinated with M&FRC Management.

Contractor shall notify management at least two weeks in advance for any planned absence(s) to include vacation time. In the event of illness or family emergency, in which 2 weeks notice cannot be provided, the contractor, with approval of the M&FRC Flight Chief, may adjust the duty schedule to make up no more than 8 hours per month.

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

6.2.2 If contractor is absent for more than 20 days in a 90 day period, with out substantiated approval due to extenuating circumstances, it may lead to termination.

6.3 FEDERAL HOLIDAYS. Contractors may not be included in the following 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 may not be included when the M&FRC is closed for installation “Family/Goal/Down Days” as decided by the installation Commander. Inclement weather delays and closures will be pursuant upon the Wing Commander’s direction.

6.5 DRESS CODE: Contractor will have a neat appearance, and dress in business casual professional attire while in performance of contract, unless otherwise approved by the Flight Chief of M&FRC 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 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 The contractor shall meet weekly with the M&FRC TAP Core Compliance Expert, in order to coordinate programs and services.

7. QUALIFICATIONS

7.1 Contractor shall have at a minimum, a High School Diploma or equivalent and at 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 The contractor shall submit a resume along with the quote. The resume must contain the following information:

a. Full name and home telephone number

b. Work experience history, with dates, substantiating the required skills and experience

c. A minimum of two professional references

7.3 Must be proficient in both written and verbal English; as well as in typing.

7.4 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, in order to maintain integrated reports and data analysis.

7.5 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 Contractor shall not enter any restricted areas. Within three (3) days after contract award, applicable information (listed below) shall be provided to the DD Form 577 holder for 100 FSS/FSH approval and completion of a Long Term Contractor Access Pass. The contractor shall be responsible for the return of passes issued to personnel who separate from the contract before the expiration date of each contract period; including any extensions to the contract. Contractor must turn in passes and IDs no later than the last day of the contract or employment. Lost or stolen passes shall be reported immediately to the Contracting Officer and the DD Form 577 holder with a written follow up within 72 hours. The contractor shall provide, on company letterhead, the names of the personnel with the following information:

8.1.1 Social security number or equivalent

8.1.2 Date of birth

8.1.3 Vehicle tag number and insurance information

8.1.4 Home address

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.

8.3 IDENTIFICATION COMMON ACCESS CARD (CAC)

8.3.1 Contracted personnel will require computer access. A request must be submitted through the Contractor Verification System. The M&FRC Flight Chief is designated as the sponsor and will assist with this process. Once issued, the CAC must be in the contractor’s possession at all times while on base and performing official duties.

8.4 CONTRACTOR IDENTIFICATION BADGE

8.4.1 Contracted personnel shall present a neat, professional appearance and be easily recognized as contractors. The contractor shall wear a badge, which is easily visible and provides identification as a contracted employee. Identification badges will be worn on the outer clothing on the front of the body, between the neck and waist, so that the badge is visible at all times.

8.5 PHYSICAL SECURITY

8.5.1 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.

8.6 KEY CONTROL

8.6.1 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 persons. 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 persons 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.

8.7 CONTROLLED UNCLASSIFIED INFORMATION (CUI)

8.7.1 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.

8.8 Performance of services during crisis declared by the National Command Authority or overseas combatant commander. In the event the contractor is unable to perform daily operations, due to peacetime emergency and/or wartime contingency disturbances, etc.; the contractor will contact the M&FRC Flight Chief immediately. Neither the Government nor the contractor shall take action for non-compliance with contract requirements.