SOW AFRC Performance Clerk.doc

FA480920Q0024

Attachment 1

STATEMENT OF WORK

FOR

AIRMAN AND FAMILY READINESS CENTER’S CUSTOMER SERVICE/INFORMATION & PERFORMANCE CLERK

26 February 2020

1.0 SCOPE OF WORK

1.1. The contractor shall receive telephone calls, greet visitors, ascertain the nature of the call or visit, direct clients to the appropriate program manager in the Airman & Family Readiness Center’s (A&RFC), schedule clients for A&FRC classes and provide complete and clear information that addresses most routine or procedural issues. The contractor shall be responsible for performing various clerical and administrative duties, including entering all required information and data into the Seymour Johnson AFB A&FRC Air Force Family Integrated Result Statistical Tracking (AFFIRST) database system, and other web applications as specified by Air Force or other authorities.

1.2. In no way shall the US Government act in the capacity of supervisor to contractor personnel.

2.0 HOURS OF WORK

2.1. The contractor shall perform the required services as identified during A&FRC normal hours of operation Monday through Friday 8:00 am and 4:00 pm. (Customer Service hours). The contractor shall work 35 hours per week. Contractor personnel are required to complete and to submit a time card, approved by the A&FRC Chief bi-weekly to the prime contractor. The contractor is not required to perform services on Federal Holidays.

2.2. Contractor shall notify the Chief of A&FRC at least two weeks in advance for any planned absence(s). In the event that the absence is greater than fourteen (14) calendar days the contractor shall provide a suitable substitute of equal qualifications.

2.3. The Contractor shall invoice once a month. Payment shall be made only for actual hours worked.

3.0 PERSONNEL PERFORMANCE REQUIRMENTS

3.1. The performance clerk shall: have experience with Microsoft Office Suite products and ability to operate data entry device(s) to input lists, records, or other data points into an electronic format. Contractor shall have an advanced working knowledge of Web Based applications.

3.2. Be familiar with standard concepts, practices, and procedures within a customer support and business environment.

3.3. Be able to take task direction and training from government personnel; however, they directly report to the Contractor for employer/employee matters and concerns.

3.4. Be able to recognize, acknowledge and greet all customers entering the A&FRC.

3.5. Have a minimum two years of related experience in clerical duties and data entry environment.

3.6. Be able to speak, write, read and understand the English language fluently.

4.0 DESCRIPTION OF SERVICES

4.1. The performance clerk shall assist the Airman & Family Readiness Center (A&FRC) staff and be able to comprehend a wide range of family readiness programs. The performance clerk will also assist the users in the operation of computer-based programs and other available programs/resources in the A&FRC. The performance clerk shall:

4.2. Greet and assess the needs of incoming customers and make appropriate referrals to staff and other on- and off-base resources as appropriate.

4.3. Receive incoming calls and make appropriate referrals to staff members or other on- and off-base resources based in need. Shall take detailed/complete messages for staff members—military or civilian—when appropriate.

4.4. Respond/follow-up to routine telephone requests as appropriate.

4.5. Type the monthly events on calendar, using input from A&FRC staff members.

4.6. Assist with registering participants for all A&FRC classes/workshops and briefings in the AFFIRST.

4.7. Immediately report all computer equipment outages to the Chief of A&FRC.

4.8 Prepare and distribute information to users. Promote user awareness concerning unauthorized or illegal use of computers.

4.9. Ensure computer equipment is turned on at the beginning of each day ready for customer use. The contractor shall ensure that the reception area is kept in a neat and orderly manner; i.e., straightening papers, stocking books and videos, etc.

4.10. Ensure all customers sign-in to A&FRC. Provide a monthly customer usage report to management in the format established by management no later than the fifth working day of the next month.

4.11. Maintain professional standards when dealing with A&FRC customer privacy/confidentiality. Customer information/needs/concerns shall not be discussed outside the work environment.

4.12. Dress in appropriate business casual attire while in performance of contract. Any issues with attire shall be addressed with contractor. Hats/head coverings are not appropriate attire unless required for religious purposes.

5. SECURITY REQUIREMENTS

5.1. The contractor/performance clerk shall comply with all of the following security requirements:

5.2. Pass and Identification Items. The contractor shall ensure the pass and identification items (Common Access Card) required for contract performance are obtained for employees and non-government owned vehicles. Contractor will, as a part of the Public Key Infrastructure (PKI), obtain a common access card (CAC) to protect and digitally sign electronic mail and documents. This card is utilized as a DoD identification card. Security Clearances: As per AFSSI 5027 paragraph 5.3.1 All persons accessing the base network must, at minimum, have a completed National Agency Check (NAC, ENTNAC, or equivalent) verified through the automated security clearance approval system (ASCAS) roster. On-line course requirements may also need to be met for network access.

5.3. For Official Use Only (FOUO). The contractor shall comply with DoD 5400-7-R, Chapter 4, DoD Freedom of Information Act (FOIA) Program, requirements. This regulation sets policy and procedures for the disclosure of records to the public and for marking, handling, transmitting, and safeguarding FOUO material.

5.4. Retrieving Identification Media. The performance clerk shall return all identification media prior to contract expiration or termination of service.

5.5. Traffic Laws. The performance clerk shall comply with base traffic regulations.

5.6. Weapons Firearms and Ammunition. Performance clerk employees are prohibited from possessing weapons, firearms, or ammunition on themselves or within their contractor-owned vehicle or privately owned vehicle while on Seymour Johnson AFB, NC.

6.0. GOVERNMENT POINT OF CONTACT

6.1. The office Point of Contact for performance clerk employee shall be the Chief of A&FRC.

7.0. POSTURING TIMELINE

7.1. Within 15 calendar days of contract award the contractor shall provide a qualified resume for the intended employee to fulfill the requirements in Section 3, to the Contracting Officer for approval. If intended employee is disapproved through the vetting process, the Contractor shall submit another intended employee’s resume within 72 hours of the notification of disapproval.

7.2. Resume must adequately demonstrate employee’s ability to fulfill the requirements of this Statement of Work. The resume shall be in Times New Roman font, size 12, with 1 inch margins, and shall be no longer than 3 full pages.

7.3. The Government will be allotted five business days to review and approve the candidate. The Government will notify the contractor, in writing, on or before the fifth day of the final decision.

7.4. The Contractor shall staff the candidate within 10 business days with the anticipation of providing services on or within those 10 business days. Due to the timeline inconsistencies the A&FRC will work with the candidate to ensure they receive a CAC (Common Access Card) as quickly as possible. If during the performance of the contract, the Contractor must select a different employee for this requirement, the approval of the new employee is still subject to the requirements of paragraph 7.0.