W9124D-17-R-0007_A0004_5-4-17.pdf

0010915758

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83) Prescribed by GSA

FAR (48 CFR) 53.243

Virtual Recruiting Services for USAREC

See follow ing page.

1. CONTRACT ID CODE PAGE OF PAGES

J 1 20

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

16C. DATE SIGNED

BY 04-May-2017

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

(Signature of Contracting Officer)(Signature of person authorized to sign)

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X W9124D-17-R-0007

X 9B. DATED (SEE ITEM 11)

15-Mar-2017

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offer X is extended, is not extended.

Offer must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing Items 8 and 15, and returning 1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN

REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

10A. MOD. OF CONTRACT/ORDER NO.

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

04-May-2017

CODE

MISSION AND INSTALLATION CONTRACTING CMD

MICC FORT KNOX

BLDG 1109B STE 373

199 6TH AVE

FORT KNOX KY 40121-5720

W9124D 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

W9124D-17-R-0007

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

The following items are applicable to this modification:

The following items are applicable to this Amendment:

a. Offer Due Date is hereby extended to 10:00 AM on 17 May 2017.

b. Enclosed in this amendment is the Virtual Recruiting Center Current Operating Procedures (COP), dated 4 May 2017. This enclosure is only an example and is not an accurate representation of the COP that will be in place at contract award. The COP is provided strictly for informational purposes only and to assist in the preparation of the proposal.

c. Industry questions and answers will be provided by separate amendment when approved for publishing.

d. All other terms and conditions remain unchanged.

Enclosure to Amendment 0004, dated 4 May 2017.

Virtual Recruiting Center Current Operating Procedures

4 May 2017

Table of Contents

Part 1: General Information.

Part 2: Lead Refinement Center Operations

Part 2.6: Cadet Command Recruiting Specifics Part 2.7: Brigade Support Team Operations Part 2.8: AMEDD lead refinement

Part 3: Special Operations Refinement Operations Part 3.5: Warrant Officer Packet Processing Part 4: Army Career Explorer Operations Part 5: GoArmy.com Email Operations Part 6: Future Soldier Center Operations Part 7: Family Information Center Operations Part 8: Social Media Operations Part 9: Reporting Operations Part 10: Administrative Procedures Part 11: Safety and Accountability Annex A: Disposition Codes Annex B: Lead Sources Annex C: Authorized Use Areas Annex D: Privacy Act Statement

PART 1

GENERAL INFORMATION

1. All information, rules and guidance outlined in this current operating procedures (COP) are set forth by the Government. USAREC G3, Government Program Manager (GPM), VRC Operations NCOIC and COR will update as needed and provide new or additional guidance to the contractor.

1.1 All Contractor suggested changes to this COP shall be submitted in writing to the GPM or VRC OPS NCOIC for review.

PART 2

LEAD REFINEMENT OPERATIONS

2. Lead Refinement Operations: Lead refinement operations are defined as any attempt to contact a lead for the purpose of establishing qualifications and determining interest. All lead refinement operations shall adhere to the rules and guidance established in this section unless specifically noted.

2.1. All provided leads shall be attempted contacted within 2 business days of receipt using approved Government systems.

2.1.1. Contractor shall be required to have current knowledge on all qualifications for enlistment and all Active and Reserve programs. Updates and changes to programs, options and qualifications will be provided by the GPMor VRC Operations NCOIC as needed.

2.2. Attempts to Contact: Provided the lead has a phone number and an email, then each lead will be attempted at least three times via phone and sent two emails. There will be one business day in between each call to the lead, the emails will be sent at the same time as the first and third contact attempt. Each of the telephonic contact attempts will be conducted at varying times of the day. Prior to all attempts contact history will be reviewed to ensure lead is not working with a recruiter.

2.2.1. If only a phone number is provided, the contractor shall attempt three (3) calls, with one business day in between each call. In this instance, the lead will be assigned the disposition of Unable to Contact (UTC) after the third call attempt if no contact was made.

2.2.1.1. Telephonic attempts to contact a lead will be made to ensure that one call is prior to 12:00 PM, one call is after 12:00 PM and before 7:00 PM, and one of the three (3) contact attempts must be after 7:00 PM in the leads time zone before applying the UTC disposition. No attempts will be made before 9:00 AM or after 9:00 PM in any time zone unless requested by the lead. Should the lead not be home and a family member or roommate answers the call, you are highly encouraged to ask that person when is a better day, time and way to make contact with the lead or a different to telephone number is better than the one used. The request to contact after 9:00 PM and other additional information obtained must be annotated in the contact history of the lead record.

2.2.1.2. Telephonic attempts made during the school year to leads listed as high school seniors will be made to ensure that one call between 3:00 PM and 4:00 PM, one call is between 6:00 PM and 7:00 PM, and one of the three

(3) contact attempts must be after 7:00 PM in the leads time zone before applying the UTC disposition. During the summer vacation months of June through July these leads will be contacted IAW the procedures listed in 2.2.1.1.

2.2.2. If only an email address is provided, the LRC staff will at a minimum attempt to contact by email with three

(3) business days in between each of the two (2) attempts. In this instance, the lead will be assigned the disposition of UTC after five (5) business days have transpired from the first initial email attempt. If a response is received at any point within the lead contact timeframe, the LRC staff will request a phone number from the lead source and attempt to refine the lead for three (3) additional business days via telephone outreach before applying the disposition of UTC.

2.2.2.1. If a returned email does not reflect a telephone number when received, then only one email will be sent to request the number and this additional email attempt will be annotated in the lead record. If no response is received in 3 business days then the lead will again be assigned a disposition as UTC and an explanation placed in contact history

2.2.3. Should a new lead or a lead with a previously assigned disposition of UTC be received at any time, either telephonically or via email the LRC will search for the record and then create/revive the lead record and follow the contact methodology listed.

2.3. Contacted Leads: All contacted leads shall be given all options available to them for service in the Army such as Active Duty, Army Reserves, ROTC, etc. If a lead states an interest in an available program then their record will be annotated and forwarded to the appropriate personnel for disposition.

2.3.1. Upon making contact with a lead the refinement personnel will introduce themselves and state the purpose of the call. Prior to asking qualifying questions you shall inform the lead of the Privacy Act data of 1975(Annex D) each contacted individual will be asked the refinement questions provided by the government.

2.3.2. All records will be given an appropriate disposition code as listed in Annex A. Upon giving a lead a disposition code the contact history of the applicant must include all information received from the lead (I.E. Future Plans, Reason for Disqualification, Background Information, etc.).

2.3.3. Any records given a disposition code as a permanent disqualification will be reviewed and approved by the designated supervisor or team lead. The approval process will ensure that all information related to the disqualification is annotated in the notes section and that the disposition matches those comments.

Note: Any lead that is determined to be deceased or request suppression must have their record annotated and the following lead information will immediately be sent via email to the GPM and Ops NCOIC: Full Name, Address, Zip Code, and PRID.

2.4. Any records given a disposition code of “temporary disqualification” but is interested, then all comments related to the temporary disqualification will be entered in the contact history and the lead will be forwarded to the recruiter IAW 2.5 below.

2.5 Those individuals that are found to be qualified will be forwarded to the recruiter immediately and an email will be sent to the Recruiting Center and Company informing them of the refined lead. The notification email is automatically generated and sent by the system, in the event that this automation fails personnel will manually send notification emails to both the Company and Center leadership.

Note: Refined leads are defined as: The lead was found to be qualified (IAW AR 601-210), reported weight does not exceed 25 pounds above the current Non Prior Service (NPS) or Prior Service (PS) Height and Weight standard for their age and sex, and the lead has indicated that they are willing to speak with a recruiter.

2.6. Cadet Command LRC Operations: The following contact strategies will be used for Cadet Command lead refinement based upon the type of lead received (Unit/Non-unit specific) prior to annotating records as Unable to Contact. Priority of effort will be non-unit specific leads first and then unit specific. However, all leads must be attempted, according to the timelines listed below.

2.6.1. Non-Unit Specific: Make no less than two telephone calls and two emails (when available) attempts to each lead. Initial attempt will be accomplished within 2 business days of receipt of lead. Standard practice with regard to re-contact strategies will be used when lead is not contacted on first attempt (i.e. do not call on same day and/or time on subsequent attempts). Goal is to dispose of lead within 21 days of receipt. Intent is to allow time for lead to respond to request and provide information regarding the school they plan/desire to attend. A disposed lead is one that has had a final disposition annotated (i.e. referred, terminated, etc.)

2.6.2. Unit Specific: Make no less than two telephonic and one email (when available) attempt beginning NLT 2 business days of receipt of lead. Telephonic and email attempts may be done concurrently with the final attempt NLT 7 days from receipt. Email correspondence to the lead will include POC information for the university ROTC program they are interested in attending. POC information is updated through HSS and available in GoArmy.com.

Goal is to dispose of lead within 21 days of receipt. Intent is to gain positive response from lead IOT refine. In the event that the lead is not contacted within the above timelines, dispose of lead as unable to contact.

2.6.2.1. Once contacted the caller will obtain all required data for each lead utilizing furnished data requirements from the United States Army Cadet Command into Recruiting Operations Officer (ROO) zone system.

2.6.2.2. When a lead expresses interest, they will be provided contact information through the ARISS database and informed that a Recruiting Operations Officer from the school they chose will contact them in 3-5 working days.

2.7. Brigade Support Operations: Efforts in support of Brigade operations can include telephone prospecting, social media marketing, social media prospecting, and contacting applicants or Future Soldiers for the purpose of processing, recruiting application quality control, instructions for shipping and/or confirmation of other communications. GPM and/or the Operations NCOIC will provide list and priority.

2.7.1. Brigade Support personnel will provide notification in writing to the GPM and VRC Ops NCOIC when the number of leads available by the assigned source falls below the threshold to sustain operations. This threshold is determined by the number of leads required to maintain continuous operations for a week and will be contacted in the same manner as listed above in 2.2 thru 2.5.1.

2.7.2. If designated to contact known prior service leads, Personnel shall notify each lead that the intent of the contact is to only present the opportunities and benefits associated with current enlistment program, . If the lead is not interested, the lead will be processed using the normal lead refinement protocol.

Note: Known prior service leads are referred to as Defense Manpower Data Center (DMDC) leads which are provided by DMDC to USAREC and are available by the following lead source definitions: DMDC Army without military Service Obligation (MSO), DMDC Coast Guard without MSO, DMDC Air Force without MSO, DMDC Marine Corps without MSO, and DMDC Navy without MSO in the LRC’s Leads refinement application.

2.8. AMEDD LRC Operations: Medical Recruiting Brigade receives lead lists containing thousands of potential leads for critical medical specialties. Medical Recruiting Battalions (MRBs) acquire lists with the names and demographic information of professional medical personnel from state licensing boards, professional associations, TAIRs, school presentations, local conventions, and other recruiting activities needed by the Army’s Medical Department (AMEDD). GPM and/or Operations NCOIC will provide.

2.8.1. AMEDD LRC Support personnel will provide notification in writing to the GPM and VRC Ops NCOIC when the number of leads available by the assigned source falls below the threshold to sustain operations. This threshold is determined by the number of leads required to maintain continuous operations for a week and will be contacted in the same manner as listed above in 2.2 thru 2.5.1.

PART 3

SPECIAL OPERATIONS REFINEMENT

3. Conduct refinement operations in support of the Special Operations Recruiting Battalion (Airborne) (SORB(A)) utilizing the Enterprise Marketing Management (EMM).

3.1 Leads will be classified as either Tier 1 or Tier 2 leads. Tier 1 are those leads that have been screened by EMM and have expressed interest in a SORB(A) mission set. Tier 2 are those leads that have been screened by EMM as being qualified but have not yet expressed interest.

3.2 Attempts to Contact: Attempts to contact will be contacted in the same manner as listed above in 2.2 thru 2.5.1, with the addition of the use of Social Media platforms as well.

3.2.1 Tier 1 leads will have contact attempted on the day they are received and will continue to be attempted for five

(5) working days. If no contact has occurred within five (5) working days the record will have a note annotated that states that no contact has been made with the lead, and the record will be assigned to the appropriate recruiting center with a next action date that is 48 hours from the date sent.

3.2.2. Tier 2 leads will be attempted as a secondary effort when no Tier 1 leads are available. These leads will continue to be attempted until a disposition can be established. These leads will not be assigned to a recruiting center unless a positive contact has happened and the lead expresses interest in a SORB(A) mission set.

3.3. Once a lead is successfully contacted, qualified, and has an interest in a SORB(A) mission set the refinement team will request a copy of the leads ERB, PT Card, and Volunteer/Commitment statement be sent by secure email.

These documents will be attached to the leads EMM record prior to forwarding to the recruiting center. If these documents are not received within 48 hours of request then the record will be sent with the information annotated in the notes. Any documents received after the record has been sent will be forwarded to the appropriate recruiting center.

3.4. If during refinement operations it is identified that the lead is no longer in the Active Army the lead record will be annotated and terminated.

3.5. SORB (A) Warrant Officer Packet Processing: Process Warrant Officer Applicant packets as designated by the SORB(A) Warrant Officer recruiting team.

3.5.1. Packets will be processed using shared outlook folders and SharePoint sites designated for Warrant Officer Applications.

3.5.2. Personnel will ensure that all Warrant Officer applicants meet qualifications for the position they are applying to, request required documents necessary for completion of the application, organize all packets in the prescribed manner, make corrections for incomplete packets, perform necessary checks required for each skill set, and perform QA/QC checks on all packets prior to final submission.

PART 4

ARMY CAREER EXPLORER OPERATIONS

4. Army Career Explorer (ACE): When a new application is received personnel will attempt to contact by telephone each applicant to congratulate them on their decision to apply for the US Army and provides all of the means of communication to reach ACE support personnel if they need any sort of assistance. If not able to contact via telephone, an email will be sent to congratulate them on their decision to apply for the US Army and provides all of the means of communication to reach ACE support personnel if they need any sort of assistance.

4.1. Primarily, only unsponsored applications are received and will be contacted by the processing teams for qualification screening and assistance. Personnel shall ensure that all attempts to contact and contacts with the applicant are annotated in the contact history comments section and include all pertinent qualification information (HT/WT, Medical Issues, and Moral Issues). This information will also be included on the email sent to the recruiting center and company. Unsponsored applications are those that have no recruiter involvement and were generated by the applicant utilizing the ACE application.

4.1.1. Personnel shall work with the applicant at the applicants request until the application is complete or meets the established criteria as set forth by the USAREC G3. At no time will a contractor input data in the prospects application. Once the application is complete or the Prospect request to work with a recruiter in their area, their record will be forwarded to their local recruiting center to continue their processing. Personnel shall provide the applicant with the address and contact information to that center.

4.2. Qualified Packets: Personnel shall ensure that the final qualification checks are correct and complete prior to forwarding the packet to the appropriate Recruiting Center. Upon forwarding the completed packet, the processing team will notify the recruiting center and company via email that a completed ACE record has been transmitted and is available for processing. All findings from a record QC will be detailed and annotated in the applicants contact history.

4.3. Unqualified Packets: Should the applicant reveal verbally during the prequalification, or by submission of data in their packet information that is disqualifying, the ACE team personnel will annotate in the record and enter the appropriate disposition codes. The record will then be terminated and the applicant will be informed of their disqualification and why.

4.4. Recruiter Working Packets: Personnel shall not work any application where the lead record indicates recruiter remarks dated within the last 30 days or applicant requests to speak to a recruiter. At that time their packet will be forwarded as incomplete and the recruiting center will be immediately reassigned in its current status to the recruiting center for processing. All actions must be annotated with a brief explanation in contact history. Personnel shall notify the appropriate Center or station support team making them aware that a former applicant or prospect had initiated an online packet and turn the processing over to them.

4.5. Dormant or Inactive Packets: If no activity or progress has been made on an applicant’s ACE packet of more than 23 days the packet will go dormant. At that time if an applicant wishes to access their packet they must contact the ACE team to have that packet revived. Records that have been identified as dormant for 30 days will be attempted contacted using standard contact method in 2.2 thru 2.5, in order to evaluate the prospects commitment level. All contact with the prospect will be annotated in applicants contact history.

4.5.1. Personnel shall revive the inactive or terminated record. Should the applicant have previously been permanently disqualified, ACE personnel shall determine the reason of initial disqualification and enter any new information obtained. Then they shall enter the disposition code regardless of the status.

4.5.2. Personnel shall create a new record in cases where the applicant does not appear in the system and perform the qualification process and properly disposition the record.

4.6. Administration: All personnel working with ACE applicants will possess examples of all current applications to use as a reference during customer service and quality control operations.

4.6.1. Personnel shall not be held responsible to QC those packets that are designated to be sent to a local recruiting center that are not fully completed.

4.6.2. Personnel shall maintain a daily status of all electronic applications being worked.

4.6.3. Personnel designated as team leads or their equivalent shall review and perform quality control validation of applicant records annotating a processing log with the deficiencies or additional information required to complete the record.

PART 5

GoARMY.COM OPERATIONS

5. Goarmy.com Operations: Personnel shall respond professionally, accurately and expeditiously to all inquiries (Regular Army, Army Reserve, ROTC, Army Health Care and Chaplain) generated by the GoArmy.com and Army.mil websites for questions regarding opportunities such as enlistment information, options, benefits, and processing policies utilizing approved USAREC content as well as appropriate Army regulations and policy.

5.1. Personnel shall monitor “GoArmy.com” website and its content for accuracy, adherence to USAREC content, applicable regulations, and policy changes, they will report findings in writing to the GPM and VRC Operations NCOIC to submit to the appropriate entity for corrections/changes.

5.2. Personnel shall maintain tracking, control, and follow up procedures to measure effectiveness of electronic mail operation procedures and formulate trend analysis and best practices.

5.2.1. Personnel shall be responsible for the clarity and integrity of all responses to incoming emails.

5.3. Personnel shall also maintain the telephone information line (877-437-6572) from the USAREC.army.mil website and respond to all inquiries received. These inquiries will usually be general information questions and people seeking points of contact for specific issues. Questions received and actioned will be annotated on a word document by date on which they were received. This word document will be sent to the GPM and Operations NCOIC with the end of month reports.

5.4. Personnel shall identify any potential applicant that wishes to speak with a Recruiter and forward the lead to the lead refinement center. These leads will be built into the LRC system utilizing the lead source code of “Cyber”. These leads will be qualified and then downloaded to the recruiter.

PART 6

FUTURE SOLDIER CENTER OPERATIONS

6. Future Soldier Center Operations: Personnel shall provide direct contact support to Regular Army Future Soldiers as requested by the USAREC G3 or their designated representative. Information must be obtained directly from the Future Soldier and be accurately recorded in the Future Soldier’s record by the contract team.

6.1. Personnel shall operate a proactive Future Soldier Center (FSC) by providing timely, USAREC approved information to FS through web-based Questions & Answers, chat, email, social media platforms and on- line community interaction.

6.1.1. Personnel shall conduct specialty chat operations as requested by the government. Specialty chat includes MOS Specific topics, Special Forces, Basic Training and Ranger chat. Specialty chat is subject to change based on mission and marketing strategy.

6.1.1.1. Personnel shall moderate discussions with FS and their family members during all regularly scheduled chat/video sessions.

6.1.2. Personnel shall provide the FS with the following USAREC approved informational letters: a Welcome letter between 15 - 20 days of enlistment and a 30 day pre-ship (these days are prior to their scheduled ship date to training) letters. Personnel shall send additional informational letters only at the request of the USAREC G3.

Should the contractors wish to send additional information to Future Soldiers, it will be first submitted in writing to the GPM and Operations NCOIC for approval.

6.1.3. Personnel shall monitor “Futuresoldier.com” website and its content for accuracy, adherence to USAREC content, applicable regulations, and policy changes, they will report findings in writing to the GPM and VRC Operations NCOIC to submit to the appropriate entity for corrections/changes.

6.2. Future Soldier Asset Inventory (FSAI): At the direction of the Government, contractor shall act as a recruiter early warning system on FS potential delays or disinterest in shipping to BCT.

6.2.1. During the execution of this action, all Future Soldiers identified will be contacted regardless of their current status or last contact and asked the prescribed questions that will be provided by the Government.

6.2.1.1. Future Soldiers will be coded, based off their answers as either Green or Red.

6.2.1.2. A Green Code is defined as, no potential issues and state they are ready to ship to training. A brief description of the conversation will be annotated in the records contact history.

6.2.1.3. A Red Code is defined as, have potential issues and may not be able to ship to training or refuses to speak to the Future Soldier team. A brief description of the conversation will be annotated in the records contact history.

6.2.1.3.1. If a Future Soldier is identified as “Red” then they will be forwarded to the supervisor for review. After reviewing and confirming the situation an email will be sent to the Center Leader and Company Leadership stating the FS Name and their potential issue. The review process will ensure that the Future Soldier record and status is annotated correctly.

6.2.1.3.2. The system will code a Future Soldier Blue. A Blue Code is defined as a Future Soldier that has not been contacted by the VRC.

6.2.2. Personnel shall maintain all chat and e-mail logs and transcripts that may be requested by Recruiting Center Leaders and/or the Recruiting Company Headquarters to expedite recruiter intervention in cases where potential ship issues arise.

PART 7

FAMILY INFORMATION CENTER OPERATIONS

7. Family Information Center Operations: Personnel shall conduct monthly chat sessions, monitor and engage in daily threaded discussions, and respond to posting on topics/issues of concern found on the US Army Future Soldier Family Social Media page in accordance with USAREC approved content. Examples include life in the Army, what spouse’s (FS) can expect to experience, TRICARE, installation resources, etc. Personnel shall provide assistance to spouses/family members to find solutions to any issues that may arise in regard to their transition into the Army

Family. Personnel shall utilize USAREC and Army approved assets and resources made available to them such as Military One Source.

7.1. Personnel shall mentor spouses of Future Soldiers (FS) and encourage enrollment and completion of the online Army Family Team Building (AFTB) training while their Future Soldier is in Initial Military Training.

7.2. Personnel shall communicate with Future Soldier spouses through telephonic, electronic mail, video, chat or social media means to introduce the spouses to Army service and the Army community.

7.3. Personnel shall maintain information on electronic tools used by FIC personnel to ensure accuracy, relevancy and consistency of message. Topics to be covered may include: TRICARE, Identification cards, Life as an Army spouse, information for dependent children, military installation information, housing, actions to be taken by them in case of an emergency and BCT/AIT graduation information, Holiday Exodus, etc.

7.4. Personnel shall invite and schedule spouses and family members, including minor dependents to participate in monthly electronic group discussions on futuresoldiers.com. Personnel shall post schedules for parents and or families on FutureSoldiers.com when available. Personnel are authorized to arrange for no-cost guest speakers to participate in discussions when possible with topics ranging from Housing, JAG, TRICARE, Drill Sergeants, Army Community Service (ACS), transportation and the American Red Cross as examples with approval from the USAREC G3 FS Proponent.

7.5. Personnel shall encourage former FIC participants to act as unofficial Point of Contacts (POCs)/sponsors at Army installations to assist the new Families’ transition by sharing/providing information of the community.

7.6. Personnel shall screen all new Future Soldiers to create a list of contact information of all new Future Soldiers who are married, this list will be used to establish contact and offer their services while their Soldier prepares and departs for IET.

7.7. Personnel shall forward all potential security risks and/or concerns for a Future Soldier or Family members immediate health (anomalies) discovered during a chat session utilizing the established threat/suicide standard operating procedures. Ensuring that the USAREC G3, GPM is included on all correspondence. Personnel shall ensure that screenshots are captured of the incident itself and the users Social Media account, and included in the report.

7.8. Personnel shall record all interactions with spouses on their spouse record, describing the topic discussed and maintain a monthly top 10 Frequently Asked Questions (FAQs) for possible inclusion into current and future printed publications.

7.9. Personnel shall not provide assistance to the families of Soldiers who have arrived at their first duty assignment, these personnel will be advised to contact Army Community Services or Military One Source.

PART 8

SOCIAL MEDIA OPERATIONS

8. Social Media Operations: Personnel shall maintain no more than 12 Social Media accounts to be utilized for Future Soldier Sustainment, Future Soldier Family Information, in service recruiting and general recruiting operations. These sites will focus on answering questions and posting relevant information in regards to the Army, opportunities and benefits available.

8.1. Personnel shall notify any poster of inappropriate content by commenting on the post that it requires rewording and reposting, and deleting the comment.

8.2. Personnel shall ensure that any inappropriate postings that are made by members of the US military or their family members are immediately reported to the USAREC G3 GPM and VRC Ops NCOIC. This report should include as much detailed information as is available from the users account to include name and unit information as available and screenshots of the postings. Unit information can be found by utilizing the people feature of AKO.

8.3. Personnel are authorized to use Virtual Engagement Cards (VEC) on social media venues in order to generate more interest and leads. Digital engagement cards must meet Information Assurance standards and be approved by the USAREC G3 GPM prior to use. The VECs will be associated with a Marketing Activity Code (MAC) for tracking. The MAC will be determined by the Government.

NOTE: The Information Assurance (IA) standard is name and one form of contact in order to meet the IA guidelines.

8.3.1. All leads generated through VEC’s that meet established initial criteria for citizenship and age will be built in the LRC platform utilizing the lead sources identified in Annex B.

8.4. Personnel shall be responsible for creating all content to be used for all social media platforms. Content shall be created and scheduled a month in advance and be in compliance with current US Army branding guidelines.

Once created, content will be sent to the Government (USAREC G3 GPM, VRC Ops NCOIC and G7/9 public affairs office) for approval prior to being used.

8.5. Personnel shall utilize Social Media to promote a Future Soldier of the Week and Why I Serve initiative.

8.5.1. Future Soldier of the week will present a photo of an applicant that showcases their reasons for joining and what they plan to accomplish in the Army.

8.5.2. Why I serve initiative will seek out input from currently serving Soldiers that includes a photo and a brief statement of why they serve in the US Army and their experiences.

8.6 A Memorandum for Record will be initiated from the G3 Virtual Recruiting division each time that a social media platform is added, replaced or discontinued. This Memorandum will serve as an official change request only after the contractor, COR and MICC have concluded that the change is within the scope of the contract and no other action is required and will be sent to both the contract Program manager and the COR. The memo will then list all the authorized sites to be managed until the next change arises. Changes can be due to Army or command guidance or from a recommendation from the contractor.

8.6.1The contractor will supply the G3 with the list of current Social Media accounts and passwords for each account upon the government’s request, when the memo in 8.6 is issued or at the end of each Fiscal year.

PART 9

REPORTING OPERATIONS

9. Reporting Operations: All reports will be submitted to the GPM and VRC Ops NCOIC. These reports will be used for analyses and directing future operations. Additionally an electronic copy of all reports will be stored on the Government system “I Drive” in the appropriate month’s folder.

9.1. Reports will be sent in on a monthly basis NLT the 5th business day, unless otherwise annotated. Additionally, quarterly and annual rollups will be provided with analysis on any trends seen during the time period. All reports will include numbers by Brigade and Totals.

9.1.1. Data collected and made available by government systems will be utilized, data not available through government systems will be collected and maintained on a shared drive.

9.1.2. In the event that there is a system issue and government data is not available, reports will be provided on the date indicated and a note will be made that there was a system issue. Once the issue is resolved the missing data will be input and the amended reports will be sent to the government.

9.1.3. All reports will be made available in Microsoft PowerPoint and excel formats and all supporting data will be available on the shared drive.

9.2. Lead Refinement Reports: All reports will include data on number of available records (New and Follow Up), time trend analysis (hourly breakdown showing number of contacts in each time zone by hour), average contact length, number of records terminated with reason, number of records sent to the field, contact data, number of leads sent to the recruiters, number of sent leads contacted by a recruiter, number of sent leads that made an appointment, number of appointments conducted, and number of sent leads that contracted for all lead sources. This report will also include an annual roll-up of all reportable data. These reports will be separated by type of lead refinement activity (e.g. ADHQ, Brigade Support, AMEDD, and ROTC).

Note: Contact data is defined as; number and types of attempts to each lead and will annotate on which attempt contact was made by type and number (Example: 5 of 15 contacts were made by email on the 2nd attempt, 5 of 15 contacts were made by Telephone Call on 3rd attempt, 5 of 15 contacts were made by text message on the 1st Attempt).

9.3. Goarmy.com Reporting: Reports will include the number of emails received by type (Example: Family Inquiry, Eligibility, Enlistment Info, etc.), total number of responses (including multiple sent to one received), number of emails built as a lead. Additionally, a monthly top ten FAQ will be compiled and submitted. A separate report will be provided that annotates the number and type of calls received from the USAREC.army.mil information line.

9.4. ACE Reporting: Reports will include data on number of packets received for the month, total number of packets in the system, number of packets that were sent by category (Completed/Incomplete), number of sent packets that contracted (separated by those sent in the current month and those sent previously that contracted in the current month). This report will also include an annual roll-up of all reportable data.

9.5. FSC Reporting: Reports will include number of new FS’s for the month, number of initial emails sent, number of ship emails sent, number of chat participants, and a monthly top ten FAQ.

9.5.1. FSAI reports will be required whenever an FSAI operations are scheduled or when any FS provides ship potential information via email, chat, forums, or social media. This report will include number of Future Soldiers (FS) involved (broken down by BDE if a USAREC level operation of by BN if a BDE level operation), number of FS contacted, number of FS by ship potential, a by name list of all FS identified as having a potential ship issue.

Additionally when this operation is active a daily report of all potential ship issues will be sent NLT 0900 every morning and will display all identified from the previous day.

9.6. FIC Reporting: Reports will include number of new spouses for the month, number of spouses contacted, number of spouses that enrolled in Army Family Team Building course, number of participants in chats, and a monthly top ten FAQ.

9.7. Social Media Reporting: Reports will include data on usage analysis, trend analysis, and will include the top three

(3) postings for the month. Additionally an analysis will be provided on any emerging social media trend that weighs the pros and cons of its use.

9.8. SORB (A) Reporting: Reports will include the same information as identified for lead refinement operations along with the number of leads sent as contacted versus not contacted. SORB(A) social media reports will include the same data as all other social media reports. All SORB(A) reports will be broken down by component and total numbers.

9.8.1. Warrant Officer packet processing reports will include the number of packets received, number of packets in progress, number of packets submitted, and number of packets kicked back as incomplete and being reworked.

9.9. Anomaly Reporting: In the event that there is an anomaly (i.e. a potential security risks/threat, concerns for a person’s immediate health, suspected recruiting impropriety, or general complaints against recruiting personnel or the Army). The contractor shall ensure all relevant and available data is captured via screenshots or typed transcripts and sent to the GPM and Operations NCOIC and USAREC Command Operations Center immediately via E-mail.

9.9.1. E-mail anomaly- A copy of all e-mail traffic between contractor and individual, any contact information for the individual and their IP address, if available.

9.9.2. Telephone anomaly- A typed transcript (to the best of the contractor’s recollection) of the conversation between the contractor and the individual and any contact information.

9.9.3. Go Army. Com anomaly- A copy of all electronic traffic between contractor and individual, any contact information for the individual and their IP address.

9.9.4. Social Media anomaly- A copy of all electronic traffic between contractor and individual, any contact information for the individual and their IP address.

9.9.5. Anything not covered above- Contact the GPM or Operations NCOIC immediately via e-mail or phone for additional guidance.

PART 10

ADMINISTRATIVE PROCEDURES

10. At all times the VRC should present a clean, efficient and highly professional business environment.

10.1. Briefing: As the VRC is a high profile element of the US Army Recruiting Command it is common that visitors to the command will like to see the operation. All visitors that are not on the official access roster must sign a visitors log upon entry. Whenever a VIP (General Officer or their guests) visits the facility their visit will be annotated in the log by VRC personnel. The log will be filled out with, at a minimum the date, time, name and rank/title of visitor and who briefed or escorted them.

10.1.1. Scheduled and unscheduled briefings conducted in the VRC will be executed by the government whenever possible. Weather scheduled or unscheduled all briefings will be conducted in the same manner with little variance in the delivery. Once the visitor(s) arrives the briefer will escort them to the middle of the top level of the VRC and begin the brief by making all introductions of those in attendance. The briefer, when feasible will bring the contractor into the briefing conversation to answer questions, expound on or highlight an area of the VRC.

10.1.1.1. Scheduled briefings. The Government Program Manager or NCOIC will send notification of scheduled visitors to the command to the contractor upon his or her receipt from the Executive Services Office via email or schedule planner with the Name, unit and itinerary portion for the VRC Tour/Brief.

10.1.1.2. Unscheduled briefings. In this case the contractor will contact the GPM, Ops NCOIC or CORs and inform them of the visitor. In no contact with the Government is made, the senior contractor on site will begin the briefing.

At the conclusion of an unscheduled briefing(s) the escort and visitor must be entered into the log.

10.1.2.3. Should the contractor be directly approached for a tour or briefing from another command or internal sections, the contractor shall refer those requestors to the GPM or Ops NCOIC for scheduling.

10.1.2.4. The contractor shall advise in writing to the COR, GPM and Ops NCOIC of Corporate visitors within 3-5 days of arrival. These personnel must sign the VRC visitors log on each visit.

10.2. Authorized Use Areas: The contractor shall ensure personnel are made aware that contractors are not authorized to freely walk through BLDG 1307.

10.2.1. Movement of VRC personnel is restricted with in bldg. 1307 between Room 1050 and Room 1124 on the first floor within the USAREC HQ’s with the exception of the Café. Access to any other areas of the building is prohibited unless escorted by the Government with the exception of the Contractor Program Manager and/or Deputy Program Manager to see the COR or the GPM/Ops NCOIC. See annex C of this COP.

10.2.2. Every person accessing the VRC will scan their CAC card for entry, at no times are personnel authorized to enter without scanning their CAC card unless escorted by the Government or a contractor.

10.2.3. The contractor shall ensure that their personnel are aware that Smoking is only authorized in designated smoking areas and any violations of this will immediately be reported to COR.

10.2.4. The contractor shall ensure personnel assigned to the VRC will only utilized approved parking areas. Parking in front of building 1307 is prohibited as these spots are all marked as designated and reserved.

10.2.5. Contractor shall be informed that, the government cannot guarantee meeting space to include already reserved space. Contractor is responsible to obtain their own facility space to train and process current and potential employees outside of BLDG 1307. This will include routine and non-routine meetings.

10.3. Government Equipment: All government furnished equipment will be placed on a hand receipt and signed for by the designated VRC representative. This equipment will be inventoried, exchanged, or turned in as required and all documentation must be maintained.

10.3.1. Government furnished equipment is only to be used for the execution of the operations listed in this document and the Performance Work Statement (PWS). Any use of government equipment outside of the location of work designated on the PWS must be approved by the government program manager and requests will be submitted one week in advance. The request must detail what equipment is leaving the building by Serial Number, the location the equipment will be located and when the equipment will be returned.

10.3.1.1 The contractor has 2 refrigerators and a microwave available to them for use and are located in the break area in the VRC and the contractor shall be responsible for their cleanliness as needed or monthly.

10.3.2. All work stations will have Army Regulation 601-210 and USAREC Regulation 601-210 loaded on the desk top to be used as reference.

10.3.2. Ordering office supplies: Quarterly, contractor shall send an office supply order request to the GPM or Ops NCOIC. The current Government approved catalog will be used to make the request. This catalog will be supplied by the Government. Approval of the request will be at the discretion of the Government.

10.3.3. Janitorial Services: Contractor shall be responsible for the cleanliness of the VRC. At the end of every shift the trash will be removed. Vacuuming and dusting will be conducted as needed. Additional cleaning may be required at the request of the Government due to VIP visits.

10.4. In/ Out Processing: The contractor shall ensure all employees In/ Out Process through the command’s Security office IAW USAREC Security Office procedures. New employees must in and out process t Headquarters USAREC Security Division. The contractor is to make an appointment with the Security office for each new employee and will have in their possession at time of appointment a completed In Processing Sheet, (ANNEX#) and a completed

OF 306.

10.4.1. The contractor shall be responsible to ensure all employees are registered and receives an Army Knowledge On-line (AKO) account. The AKO account is required to access the Government systems.

10.4.2. The contractor shall initiate and submit for approval and signature (via email), an electronic DD Form 2875, to the Government Program Manager or Ops NCOIC, for their employees in order to gain system access, modify system access or delete system access. The email subject line will have type submission, 2875, Last Name, First name initial, last 4 SSN, and must be encrypted when sent. The body of the email will give a brief explanation of what is needed. GPM or Ops NCOIC must sign as supervisor.

Example: Subject line; INT 2875, US Civilian Servant, XXXXX.

Email body; US Civilian Servant is a new employee.

INT= Initial MOD= Modification to original DEL= Deletion

10.4.3. The contractor shall be responsible to ensure all departing employees out-process through the Command’s Security Office where they will relinquish their CAC card and a DD Form 2875 will be initiated to deactivate their access NLT 1 business day after departure.

10.4.3.1. The contractor shall make arrangements with the Security office if the employee departs at the end of their shift or if the employee departs with no fore warning.

10.4.3.2. Should an employee depart without the fore knowledge of the contractor leadership, the contractor shall bear the responsibility to expend reasonable efforts to recover. Reasonable efforts would be telephonic, registered letter, home visit. If all of these efforts are met with negative responses or results, a Memorandum for Record will be submitted to the COR, GPM and Ops NCOIC. The Government may file charges with the local police department for theft of government property.

10.5. Cyber Tools: The online electronic repository which stores approved information that is consistent and…