W912CM-17-T-0022.pdf

SEE ADDENDUM

(No Collect Calls)

W912CM-17-T-0022 24-May-2017

b. TELEPHONE NUMBER

0611-143-546-6735

8. OFFER DUE DATE/LOCAL TIME

08:00 AM 14 Jun 2017

5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

STANDARD FORM 1449 (REV. 2/2012)

Prescribed by GSA – FAR (48 CFR) 53.212

(TYPE OR PRINT)

(SIGNATURE OF CONTRACTING OFFICER)

ADDENDA ARE

26. TOTAL AWARD AMOUNT (For Gov t. Use Only )

23.

CODE 10. THIS ACQUISITION IS

SUCH ADDRESS IN OFFER

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT

BELOW IS CHECKED

TELEPHONE NO.

W912CM9. ISSUED BY

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a. UNLESS BLOCK

7. FOR SOLICITATION

INFORMATION CALL:

a. NAME

JOANN THEODORE

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NUMBER

(TYPE OR PRINT)

30b. NAME AND TITLE OF SIGNER 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a.UNITED STATES OF AMERICA

0 27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1. 52.212-4. FAR 52.212-3. 52.212-5 ARE ATTACHED.

25. ACCOUNTING AND APPROPRIATION DATA

1. REQUISITION NUMBER

20.

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED.

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, AND 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

0010982893

ARE NOT ATTACHED

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS:

. YOUR OFFER ON SOLICITATION

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

% FOR:SET ASIDE:UNRESTRICTED ORX

SMALL BUSINESS

17a.CONTRACTOR/ CODE FACILITY

OFFEROR CODE

ECC RCO WIESBADEN

KO DIRECTORATE OF CONTRACTING

KONRAD-ADENAUER-RING 39, BLDG. 5301

WIESBADEN 65187

18a. PAYMENT WILL BE MADE BY CODE

RATED ORDER UNDER

DPAS (15 CFR 700)

13a. THIS CONTRACT IS A

13b. RATING

CODE15. DELIVER TO CODE W582RS 16. ADMINISTERED BY

12. DISCOUNT TERMS11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

14. METHOD OF SOLICITATION

RFQ IFB RFPX

W6E9 USAG WIESBADEN

W6E9 USAG WIESBADEN

MAINZ KASTEL STORAGE

BUILDING 4004

MAINZ KASTEL AE 55252

TEL: 049-6372-8423728 FAX:

FAX:

TEL: SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

8(A)

HUBZONE SMALL

BUSINESS

SIZE STANDARD:

$7,500,000

NAICS:

561110

X

OFFER DATED

29. AWARD OF CONTRACT: REF.

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

EMAIL:

TEL:

31c. DATE SIGNED

SEE SCHEDULE

SCHEDULE OF SUPPLIES/ SERVICESITEM NO. QUANTITY UNIT UNIT PRICE AMOUNT

24.22.21.19.

WOMEN-OWNED SMALL BUSINESS (WOSB)

ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

(CONTINUED)

PAGE 2 OF69

ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED: ______________________________________________________

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32c. DATE 32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 32f . TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

37. CHECK NUMBER

FINALPARTIALCOMPLETE

36. PAYMENT35. AMOUNT VERIFIED

CORRECT FOR

34. VOUCHER NUMBER

FINAL

33. SHIP NUMBER

PARTIAL

38. S/R ACCOUNT NUMBER 39. S/R VOUCHER NUMBER 40. PAID BY

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT

41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE

42a. RECEIVED BY (Print)

42b. RECEIVED AT (Location)

42c. DATE REC'D (YY/MM/DD) 42d. TOTAL CONTAINERS

STANDARD FORM 1449 (REV. 2/2012) BACK

Prescribed by GSA – FAR (48 CFR) 53.212

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

SEE SCHEDULE

20.

SCHEDULE OF SUPPLIES/ SERVICES

21.

QUANTITY UNIT

22. 23.

UNIT PRICE

24.

AMOUNT

19.

ITEM NO.

W912CM-17-T-0022

Section SF 1449 - CONTINUATION SHEET

ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

0001 12 Months Front Desk Support Services

FFP

Base Year: 19 JUN 2017 - 18 JUN 2018. The Contractor shall provide services in support of the Army Community Services (ACS), USAG Wiesbaden as specified in the Performance Work Statement (PWS).

FOB: Destination

PURCHASE REQUEST NUMBER: 0010982893

NET AMT

1001 12 Months OPTION Front Desk Support Services

FFP

Option Year 1: 19 JUN 2018 - 18 JUN 2019. The Contractor shall provide services in support of the Army Community Services (ACS), USAG Wiesbaden as specified in the Performance Work Statement (PWS).

2001 12 Months OPTION Front Desk Support Services

FFP

OptionYear 2: 19 JUN 2019 - 18 JUN 2020. The Contractor shall provide services in support of the Army Community Services (ACS), USAG Wiesbaden as

3001 12 Months OPTION Front Desk Support Services

FFP

OptionYear 3: 19 JUN 2020 - 18 JUN 2021. The Contractor shall provide services in support of the Army Community Services (ACS), USAG Wiesbaden as

4001 12 Months OPTION Front Desk Support Services

FFP

OptionYear 4: 19 JUN 2021- 18 JUN 2022. The Contractor shall provide services in support of the Army Community Services (ACS), USAG Wiesbaden as

7500 1 Job Contract Manpower Report (CMR)

FFP

Set up and report IAW Part 5, paragraph 5.3 of the PWS. The initial reporting period is from contract start date to 30 Sep 2017. Note that reporting is due NLT 31Oct 2017. A Final Report shall be made for the remaining contract period if Option 1 is not exercised. Final payment will not be processed until the COR has verified completion of the CMR reporting requirement. (In completing the CMR, use Command: US Army Installation Management; ountry: Germany; Description:

USAG Wiesbaden; UIC: is W6E9AA).

7501 1 Job OPTION Contract Manpower Report (CMR)

FFP

Set up and report IAW Part 5, paragraph 5.3 of the PWS. Option 1 reporting period is from 1 Oct 2018 to 30 Sep 2019. Note that reporting is due NLT 31Oct 2019. A Final Report shall be made for the remaining contract period if Option 2 is not exercised. Final payment will not be processed until the COR has verified completion of the CMR reporting requirement. (In completing the CMR, use Command: US Army Installation Management; Country: Germany; Description:

7502 1 Job OPTION Contract Manpower Report (CMR)

FFP

Set up and report IAW Part 5, paragraph 5.3 of the PWS. Option 2 reporting period is from 1 Oct 2019 to 30 Sep 2020. Note that reporting is due NLT 31Oct 2020. A Final Report shall be made for the remaining contract period if Option 3 is not exercised. Final payment will not be processed until the COR has verified completion of the CMR reporting requirement. (In completing the CMR, use Command: US Army Installation Management; Country: Germany; Description:

7503 1 Job OPTION Contract Manpower Report (CMR)

FFP

Set up and report IAW Part 5, paragraph 5.3 of the PWS. Option 3 reporting period is from 1 Oct 2020 to 30 Sep 2021. Note that reporting is due NLT 31Oct 2021. A Final Report shall be made for the remaining contract period if Option 3 is not exercised. Final payment will not be processed until the COR has verified completion of the CMR reporting requirement. (In completing the CMR, use Command: US Army Installation Management; Country: Germany; Description:

7504 1 Job OPTION Contract Manpower Report (CMR)

FFP

Set up and report IAW Part 5, paragraph 5.3 of the PWS. Note that reporting is due NLT 31 Oct 2022. A Final Report shall be made for the remaining contract period.

Final payment will not be processed until the COR has verified completion of the CMR reporting requirement. (In completing the CMR, use Command: US Army Installation Management; Country: Germany; Description: USAG Wiesbaden;

UIC: is W6E9AA).

INSPECTION AND ACCEPTANCE TERMS

Supplies/services will be inspected/accepted at:

CLIN INSPECT AT INSPECT BY ACCEPT AT ACCEPT BY

0001 Destination Government Destination Government 1001 Destination Government Destination Government 2001 Destination Government Destination Government 3001 Destination Government Destination Government 4001 Destination Government Destination Government 7500 Destination Government Destination Government 7501 Destination Government Destination Government 7502 Destination Government Destination Government 7503 Destination Government Destination Government 7504 Destination Government Destination Government

DELIVERY INFORMATION

CLIN DELIVERY DATE QUANTITY SHIP TO ADDRESS DODAAC

0001 POP 19-JUN-2017 TO

18-JUN-2018

N/A W6E9 USAG WIESBADEN

W6E9 USAG WIESBADEN

MAINZ KASTEL STORAGE

BUILDING 4004

MAINZ KASTEL AE 55252

049-6372-8423728

W582RS

1001 POP 19-JUN-2018 TO

18-JUN-2019

N/A (SAME AS PREVIOUS LOCATION)

2001 POP 19-JUN-2019 TO

18-JUN-2020

N/A (SAME AS PREVIOUS LOCATION)

3001 POP 19-JUN-2020 TO

18-JUN-2021

N/A (SAME AS PREVIOUS LOCATION)

4001 POP 19-JUN-2021 TO

18-JUN-2022

N/A (SAME AS PREVIOUS LOCATION)

7500 POP 19-JUN-2017 TO

18-JUN-2018

N/A (SAME AS PREVIOUS LOCATION)

7501 POP 19-JUN-2018 TO

18-JUN-2019

N/A (SAME AS PREVIOUS LOCATION)

7502 POP 19-JUN-2019 TO

18-JUN-2020

N/A (SAME AS PREVIOUS LOCATION)

7503 POP 19-JUN-2020 TO

18-JUN-2021

N/A (SAME AS PREVIOUS LOCATION)

7504 POP 19-JUN-2021 TO

18-JUN-2022

N/A (SAME AS PREVIOUS LOCATION)

PERFORMANCE WORK STATEMENT

PART 1

GENERAL INFORMATION

1.0 Introduction: This is a non-personal services contract providing Reception and Administrative Coordinator services to the Army Community Services (ACS), United States Army Garrison (USAG) Wiesbaden. This contract is for initial intake and customer service to all community members requesting ACS services and program support.

These services include answering the telephone and taking message, information and referral services, computer lab assistance including Volunteer Management Information System (VMIS) support to volunteers, relocation lending closet assistance, and responding to customers' questions and concerns in both English and German languages. The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform Reception and Administrative Coordinator services as defined in this Performance Work Statement (PWS) except for those items specified as Government furnished property and services. The Contractor shall perform to the standards in this contract. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor, who in turn is responsible to the Government.

1.1 Background: The Reception and Administrative Coordinator Contractor shall be responsible for providing the Army Community Service Director (ACSD) and the ACS staff ongoing and specialized reception, clerical coordination, intake information and coordination, and administrative services. Services shall be performed in support of military personnel, family members, and Department of Defense (DOD) civilians and their family members in the Wiesbaden Military Community as well as the ACSD.

1.2 Responsibilities: The Contractor shall assume total responsibility for all requirements stated herein on the commencement date of the performance period. The Contractor shall perform as specified in this Contract and under the direction of the Contracting Officer (KO). See also Paragraph 1.0 Introduction.

1.2.1 Work Responsibility: The Contractor shall provide, promote, and coordinate the full range of ACS services, information and assistance to Military personnel and their families, civilians, and retirees who contact ACS, and provide ongoing and specialized reception, clerical coordination, primary support for customer computer room, intake information and coordination, and administrative services. The Contractor shall identify issues encountered by the serviced population and implement policies and procedures that demonstrate sensitivity to the diverse needs of individuals and families. Contractor shall work independently and with the ACS staff or other agencies and personnel. Contractor shall greet customers, complete intake, refer and advise individuals and families on all facets of community resources. Contractor shall assist with various common administrative tasks associated with an ACS Primary staff for the Client Tracking System (CTS). The Contractor shall have access to all ACS facilities (buildings 07780, 07790 and 07791) to fulfill contractual requirements.

1.2.2 Administrative Responsibility: The Contractor shall perform all related administrative actions required to provide services such as material requisitioning, quality control (QC), financial control, meetings, and correspondence. The Contractor shall provide administrative support to the ACSD to include, but not limited to, preparing and tracking memoranda, preparing and tracking Requests for Personal Actions (RPAs), printing certificates and awards, processing bulk mails and reports, maintaining the ACS master and reservation calendars, all ACS rosters, Interactive Customer Evaluation (ICE) comment processing. The Contractor shall maintain accurate and complete records, files, and libraries of documents to include all U.S., German, and local regulations, standards, provisions, codes, laws, technical manuals, and manufacturers’ instructions and recommendations that are necessary and related to the functions being performed. The Contractor shall compile historical data, prepare required reports, and submit information as specified by the Deliverable List presented in this PWS.

1.3 Objectives: The objective is to provide initial intake and customer service for all community members requesting ACS services and program support, and to provide telephone answering and message taking, information and referral services, computer lab assistance including VMIS support to volunteers, relocation lending closet assistance, and responds to customer’s questions and concerns in both English and German languages.

1.4 Functional Areas:

Answer telephone Take messages Coordinating, ordering, delivering and distributing marketing materials Clerical functions Customer Service Photocopies, scanning, typing Interacting with computers Communicating with staff Performing administrative activities Documenting and recording information Filling Compiling, coordinating, organizing and consolidating information Improve networking Intake evaluation Database and other administrative software usage

1.5 Period of Performance: The period of performance shall be for one (1) Base Year and four (4) 12-month option periods.

1.6 Management and Administration:

1.6.1 Phase In /Phase Out Period: RESERVED

1.6.2 Contractor Management: The Contractor shall perform continual management of the functional areas contained in this PWS and shall provide at least one (1), Project Manager physically present on-site during normal duty hours. The Project Manager shall conduct overall management coordination and shall be the central point of contact (POC) with the Government for performance of all work under the PWS. At the Post Award conference, the Contractor shall submit to the COR, in writing, the names, titles, offices, home and mobile telephone numbers of the Project Manager. A Contractor employee shall be designated to act for Project Manager when work is being performed outside of duty hours, or during the Project Manager’s absence. Project Managers and the Alternate shall have full authority to act for the Contractor on all Contract matters relating to daily performance of this Contract.

1.6.3 Contractor Responsiveness: Project Manager or Alternate shall be available for telephone communication or site attendance, with the COR, as required by the COR. A personal answering service is permitted at other than normal Contract workdays and work hours for receipt of COR emergency response work requirements, provided that Project Manager or designee respond to all calls within a time not to exceed two (2) hours from the time the call was placed by the Government. Project Manager and any individuals designated to act in that capacity shall have full authority to contractually bind the Contractor for prompt action on matters pertaining to execution of the PWS.

1.6.4 Meetings, Conferences, and Briefings: The Contractor shall attend, participate in, and furnish input to scheduled and unscheduled meetings, conferences, and briefings that relate to the functions and services herein as required by the Government to provide effective communication and impart necessary information. Project Manager or designated representative shall attend meetings as requested by the Government. Meeting attendees shall at times include Contractor managerial, supervisory, and other personnel knowledgeable of the subject matter. Meetings may start or end outside of regular duty hours. Attendance of these meetings by the contractor shall incur no additional cost to the Government.

1.6.5 Hours of Operation: Contractor shall provide services Monday through Friday, between 0800 and 1700 hours. The Contractor shall have access to the ACS buildings for the purpose of providing services as set forth in this PWS. Facilities will be available during normal duty hours, 0800-1700 hours, Monday through Friday. The Contractor shall coordinate a work schedule with the COR within five (5) days after contract award. Regular work is performed Monday thru Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the knowledgeable workforce are essential.

1.6.6 Recognized Holidays: Contractor is not required to provide office services on U.S. Federal holidays.

US Holidays: Work shall not be performed on U.S. holidays occurring during the normal workweek unless otherwise directed by the contracting officer. When a U.S holiday occurs on a Saturday or a Sunday, the holiday is observed on the preceding Friday or following Monday, respectively.

Host Nation Holidays: Work shall be performed on local Host Nation* holidays occurring during the normal workweek unless otherwise directed by the contracting officer.

The U.S. holidays are:

New Year's Day January 1st M L King Memorial Day 3d Monday in January Presidents' Day 3d Monday in February Memorial Day last Monday in May Independence Day July 4th Labor Day 1st Monday in Sept Columbus Day 2d Monday in October Veterans' Day November 11th Thanksgiving Day 4th Thursday in Nov Christmas Day December 25th

The German national and local holidays are:

New Year’s Day 01 January Good Friday Varies Easter Monday Varies Labor Day 01 May Ascension Day Varies Whit Monday Varies Corpus Christ Varies (Only in Baden-Wurttemberg, Bavaria, Hessen Nordrhein- Westphalia, Rhineland-Palatinate and Saarland) Day of German Unity 03 October 1st Christmas 25 December 2nd Christmas Day 26 December

1.6.7 Training Holidays: USAREUR has historically granted military personnel Training Holidays as compensation for time that they spent in field training. These are typically combined with regular holiday leave schedules (for example, Christmas half days or day on day off schedules). Training Holidays may affect access to military operated facilities. If scheduled work or access to facilities is required, coordination with occupants will be necessary or the work in affected facilities shall be rescheduled after the training holiday. However, announced training holidays or exodus of military personnel may provide the Contractor with an opportunity for unrestricted access to facilities and areas. The Contractor shall take full advantage of such opportunities by planning maintenance or actions that are better accomplished when such areas are vacant.

1.6.8 Quality Control: The Contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The Contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The Contractor’s quality control program is the means by which he assures himself that his work complies with the requirement of the contract. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements. Contractor shall provide a quality control plan (QCP) in accordance with performance work standards and following the QASP within 10 days of contract award. As a minimum, the QCP shall address monitoring (methods and techniques of self-surveillance), safety, key control, quantifiable metrics, identification and elimination of systemic problems, and corrective actions as warranted. After acceptance of the quality control plan the Contractor shall receive the contracting officer’s acceptance in writing of any proposed change to his QC system before implementing any changes.

1.6.9 Quality Assurance: The Government shall evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the Contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.6.10 Place of Performance: All work shall be performed at ACS facilities (buildings 07780, 07790, and 07791).

1.6.11 Type of Contract: The Government will award a Firm-Fixed Price (FFP) contract.

1.6.12 Security Program: RESERVED

1.6.14 Key Control: The Contractor shall establish and implement methods of making sure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons.

NOTE: All references to keys include key cards. No keys issued to the Contractor by the Government shall be duplicated. The Contractor shall develop procedures covering key control that shall be included in the Quality Control Plan. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the Contracting Officer. In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the Contracting Officer, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted 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 deducted from the monthly payment due the Contractor. The Contractor shall prohibit the use of Government issued keys/key cards by any persons other than the Contractor’s personnel. The Contractor shall prohibit the opening of locked areas by Contractor personnel to permit entrance of persons other than Contractor personnel engaged in the performance of assigned work in those areas, or personnel authorized entrance by the Contracting Officer. The Contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor’s Quality Control Plan.

1.6.15 Special Qualifications:

1.6.15.1. AT Level I Training. All Contractor personnel, including sub-Contractor personnel, requiring access to Army installations, facilities, and controlled-access areas will complete AT Level I awareness training within 15 calendar days after the contract start-date or effective date of incorporation of this requirement into the contract, whichever is applicable. The Contractor shall submit certificates of completion for each affected Contractor employee and sub-Contractor employee to the COR or to the contracting officer, if a COR is not assigned, within the fisrt 30 calendar days after training is completed by all personnel and sub-Contractor personnel. AT Level I awareness training is available online at https://atlevel1.dtic.mil/at.

1.6.15.2. Access and General Protection/Security Policy and Procedures. The Contractor and all associated sub- Contractor personnel will comply with applicable installation, facility, and area commander installation/facility access and local security policy and procedures (provided by Government representative). The Contractor shall also provide all information required for background checks to meet installation-access requirements to be accomplished by the installation provost marshal office, director of emergency services, or security office. The Contractor workforce must comply with all personal identity verification requirements as directed by DOD, HQDA, and local policy. In addition to the changes otherwise authorized by the changes clause of this contract, should the force protection condition (FPCON) at any individual facility or installation change, the Government may require changes in Contractor security matters or processes.

1.6.15.3. iWATCH/iSALUTE Training. The Contractor and all associated subContractors will brief all personnel on the local iWATCH/iSALUTE program (training standards provided by the requiring activity ATO). This locally developed training will be used to inform personnel of the types of behavior to watch for and instruct personnel to report suspicious activity to the COR. This training will be completed within 30 calendar days after the contract is awarded and within30 calendar days after new personnel commence contract performance, with the results reported to the COR within 30 calendar days after the contract is awarded. IWATCH Training and Reporting Requirements:

The Contractor shall brief all personnel and sub-Contractors on the IWATCH/ISALUTE training standards provided by the ATO. This locally developed training shall be used to inform personnel of the types of behavior to watch for and instruct personnel to report to the COR any information or circumstances of which they are aware that may pose a threat to the security of personnel, resources, and classified or unclassified defense information. This training shall be completed within 15 calendar days after the contract is awarded and within 15 calendar days after new personnel commence contract performance, with the results reported to the COR within 5 calendar days after the training is complete.

1.6.15.4. DFARS 252.225-7043. The clause will be used in solicitations and contracts that require performance or delivery in a foreign country. This clause applies to both contingencies and non-contingency support. The key AT requirement is for non-local national Contractor personnel to comply with theater clearance requirements and allows the combatant commander to exercise oversight to ensure the Contractor's compliance with combatant commander and subordinate task-force commander policy and directives.

1.6.15.5. Contractor Personnel Who Require Access to Government Information Systems. All Contractor personnel with access to a Government information system must be registered in the Army Training Certification Tracking System (ATCTS) at commencement of services, and must successfully complete DOD information assurance awareness training before access to the information system and then annually thereafter.

1.6.15.6. According to AR 530-1, new Contractor personnel must complete Level I OPSEC training within 30 calendar days after they report for duty. All Contractor personnel must complete annual OPSEC awareness training.

1.6.15.7. For Information Assurance (IA)/Information Technology (IT) Training. All Contractor personnel and associated sub-Contractor personnel must complete DOD information assurance awareness training before issuance of network access and annually thereafter. All Contractor personnel working IA/IT functions must comply with DOD and Army training requirements in DODD 8570.01, DOD 8570.01-M, and AR 25-2 within 6 months after being employed.

1.6.15.8. The Contractor shall comply with FAR Clause 52.204-2 within 15 days of contract award. This clause involves access to information classified “Confidential” and requires Contractors to comply with The Security Agreement (DD Form 441), including DOD 5220.22-M and any revisions, notice of which has been provided to the Contractor.

1.6.15.9. Access and General Protection/Security Policy and Procedures: The Contractor and all associated sub- Contractor personnel shall comply with applicable installation, facility, and area commander installation/facility access and local security policy and procedures provided by the COR and FAPM. The Contractor shall provide all information required for background checks to meet installation-access requirements to be accomplished by the installation provost marshal office, director of emergency services, or security office. The Contractor workforce shall comply with all personal identity verification requirements as directed by DOD, HQDA, and local policy. In addition to the changes otherwise authorized by the changes clause of this contracts, should the force protection condition (FPCON) at any individual facility or installation change, the Government may require changes in Contractor security matters or processes.

1.6.15.10. Child and Spouse Abuse Training: The Contractor shall attend training on Child and Spouse Abuse, Identification and Reporting procedures within 15 days after contract award. This training is provided by the Family Advocacy Program Manager (FAPM).

1.6.16 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the Contractor to review the Contractor's performance. At these meetings the contracting officer will apprise the Contractor of how the Government views the Contractor's performance and the Contractor shall apprise the Government of problems, if any, being experienced.

Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.6.17 Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract:

perform inspections necessary in connection with contract performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government drawings, designs, specifications: monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of Government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.6.18 Key Personnel: The Contractor shall provide at least one Project Manager who shall be responsible for the performance of the work. Name of this person and alternate who shall act for the Contractor when managers are absent shall be designated in writing to the Contracting Officer. Project Manager or alternate shall have full authority to act for the Contractor on all contract matters relating to daily operation of this contract. Project Manager or alternate shall be available between 0800-1700 hours, Monday thru Friday, except Federal holidays or when the Government facility is closed for administrative reasons.

Contractor personnel shall have the following qualifications:

a. Contractor personnel shall obtain installation access and begin contract services no more than seven (7) days after contract award date.

b. Contractor personnel shall possess at a minimum an Associate’s Degree (or equivalent to a minimum of two-year secondary education with certificate or degree) in business, human resources, education or social science. Contractor shall have a minimum of two (2) years of work or volunteer experience in customer service and family or social service programs, performed within the past five (5) years, to be demonstrated in resume.

c. Contractor shall use and apply the following software programs - Microsoft Word, Power Point, Publisher, Outlook, SharePoint, Excel, and Access.

d. Contractor personnel shall be able to read, write and speak English fluently (proficiency levels equivalent to levels 3 or higher of the BILC STANGAG 6001 Edition 4 dated 12 October 2010 for reading and writing) to effectively perform the services under this contract (i.e. customer service, advertising and marketing, instructions, invoices, etc.).

e. Contractor personnel shall maintain a neat, well-groomed appearance IAW ACS/US Army Personnel conduct standards. Dress is office professional or office casual.

1.6.18.1. The Contractor shall provide fully qualified personnel for the duration of period of performance, including options, if exercised. If current contract personnel become unavailable the Contractor shall provide fully qualified replacement personnel that meet all qualifications listed above within 2 days. The Contractor shall provide qualifications of proposed substitute personnel to the COR for review for compliance with qualifications described herein. No replacement personnel may provide services under this contract without prior COR approval.

1.6.19 Identification of Contractor Personnel: All contract personnel attending meetings, answering Government telephones, and working in other situations where their Contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed. Contractor is required to wear ACS issued name badge to identify themselves as a Contractor and conduct all business and discussion in a professional manner, maintain decorum and language conducive to the conduction of business in a Government setting.

1.6.20 Contractor Travel: RESERVED

1.6.21 Other Direct Costs: RESERVED

1.6.22 Data Rights: The Government has unlimited rights to all documents/material produced under this contract.

All documents and materials, to include the source codes of any software, produced under this contract shall be Government owned and are the property of the Government with all rights and privileges of ownership/copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the Contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

1.6.23 Organizational Conflict of Interest: Contractor and sub-Contractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent Organizational Conflict of Interests (OCI) as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI. The Contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the Contracting Officer and in the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.6.24 Safety: Contractor shall conform to all safety requirements identified by the COR or ACSD. Contractor shall conform to all Army and USAG Garrison safety requirements: AR 385-10, AER 385-10, IMCOM Reg 385-10, ATP 5-19 and USAG Wiesbaden Policy letter #26. Contractor shall comply with all host nation and U.S. laws and local policies; for example, but not limited to alcohol and controlled substances and driver regulations. Contractor shall be held to the on-post laws when performing the duties of this contract.

1.6.24.1 Safety Plan and Program: IAW QCP.

1.6.25 Environmental Compliance: IAW USAG Wiesbaden Policy Letter #22 dated 16 June 2016.

1.6.25.1 Environmental Compliance Plan and Program: IAW QCP.

PART 2

DEFINITIONS & ACRONYMS

2. Definitions and Acronyms:

2.1 Definitions:

Contractor - A supplier or vendor awarded a contract to provide specific supplies or service to the Government.

The term used in this contract refers to the prime.

Contracting Officer - A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

Contracting Officer's Representative (COR) - An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

Defective Service - A service output that does not meet the standard of performance associated with the Performance Work Statement.

Deliverable - Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

Key Personnel - Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

Physical Security - Actions that prevent the loss or damage of Government property.

Quality Assurance - The Government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

Quality Assurance Surveillance Plan (QASP) - An organized written document specifying the surveillance methodology to be used for surveillance of Contractor performance.

Quality Control - All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

Sub-Contractor - One that enters into a contract with a prime Contractor. The Government does not have privity of contract with the sub-Contractor.

Work Day - The number of hours per day the Contractor provides services in accordance with the contract.

Work Week - Monday through Friday, unless specified otherwise.

2.2 Acronyms:

ACS Army Community Services

ACSD ACS Director AR Army Regulation CID Criminal Investigative Division COB Close of Business COR Contracting Officer Representative COTR Contracting Officer's Technical Representative CTS Client Tracking System DA Department of the Army DOD Department of Defense DV Domestic Violence EPC Emergency Placement Care EPCC Emergency Placement Care Coordinator FAP Family Advocacy Program FAPM Family Advocacy Program Manager IAW In Accordance With ICE Interactive Customer Evaluation IPV Intimate Partner Violence KO Contracting Officer OCI Organizational Conflict of Interest ODC Other Direct Costs PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Program RPA- Request for Personal Action SWS Social Work Services SOP Standing Operating Procedure TE Technical Exhibit USAREUR United States Army Europe WAWF Wide Area Work Flow ACOR Alternate Contracting Officer's Representative AFARS Army Federal Acquisition Regulation Supplement AR Army Regulation CCE Contracting Center of Excellence CFR Code of Federal Regulations CONUS Continental United States (excludes Alaska and Hawaii) COR Contracting Officer Representative COTR Contracting Officer's Technical Representative COTS Commercial-Off-the-Shelf DA Department of the Army DD250 Department of Defense Form 250 (Receiving Report) DD254 Department of Defense Contract Security Requirement List DFARS Defense Federal Acquisition Regulation Supplement DMDC Defense Manpower Data Center DOD Department of Defense FAR Federal Acquisition Regulation HIPAA Health Insurance Portability and Accountability Act of 1996 KO Contracting Officer OCI Organizational Conflict of Interest OCONUS Outside Continental United States (includes Alaska and Hawaii)

ODC Other Direct Costs PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Program TE Technical Exhibit

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. Government Furnished Items and Services

3.1 Services: RESERVED

3.2 Facilities: The Government will provide the necessary workspace for the Contractor staff to provide the support outlined in the PWS to include desk space, telephones, computers, and other items necessary to maintain an office environment. Access to the Army Training Certification Tracking System (ATCTS) will also be provided by the Government.

3.3 Utilities: All utilities in the facility will be available for the Contractor’s use in performance of tasks outlined in this PWS. The Contractor shall instruct personnel in utilities conservation practices IAW QCP. The Contractor shall be responsible for operating under conditions that preclude the waste of utilities, which include turning off the water faucets or valves after using the required amount to accomplish cleaning vehicles and equipment.

3.4 Equipment: The Contractor shall have access to the ACS telephone/fax for local and long distance calls, a photocopy and scanning machine, and printers to meet contract deliverables. The Government will provide basic materials for contract completion (paper, pens, tape, binders, etc.).

3.5 Common Access Cards (CAC): The Government will provide Common Access Cards (CAC) via the Trusted Associate Sponsorship System (TASS) (Web site https://www.dmdc.osd.mil/tass/).

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. Contractor Furnished Items and Responsibilities:

4.1 General: Contractor shall furnish all supplies, equipment, facilities and services required to perform work under this contract that are not listed under Section 3 of this PWS.

4.2 Secret Facility Clearance: RESERVED.

4.3 Materials: RESERVED

4.4 Equipment: RESERVED

PART 5

SPECIFIC TASKS

5.1. Basic Services.

The Contractor shall provide Reception and Administrative Coordinator services that promote and coordinate the full range of ACS specialized information, reception and clerical coordination services, and assistance to Military personnel and their Families, civilians, and retirees who contact or visit ACS as well as administrative tasks in support of the ACSD. The Contractor shall identify issues encountered by the serviced population and provide feedback to implement policies and procedures that demonstrate sensitivity to the diverse needs of individuals and Families. Contractor shall work independently and with the ACS staff or other agencies and personnel, greet, intake, refer and advise individuals and families on all facets of community resources. The Contractor shall complete various administrative tasks associated with an ACS. Services include operation of the Information and Referral Program, otherwise known as the ACS Front Office. The Contractor shall provide customer service, telephone answering and message taking, information and referral services, computer lab assistance including VMIS support to volunteers, and responding to customer’s questions and concerns. The Contractor shall interview, intake, refer and advise individuals and families on all facets of community resources while demonstrating sensitivity to the diverse needs of all customers. Services shall be provided in support of military personnel, Department of Defense (DoD) civilians and their family members in the Wiesbaden Military Community. Contractor shall assist with ACS special events

5.2. Contractor Tasks and Requirements:

5.2.1. The Contractor shall perform tasks IAW AR 608-1, AR 25-1, ACS Standing Operating Procedures (SOP), ACS Accreditation Standards, and established standard operating procedures and policies for the organization and installation. The Contractor shall complete a military installation background investigation within the first (10) days after contract award and obtain a CAC in order to access ACS computers.

5.2.2. Contractor shall provide Information, Referral & Follow-up to ACS customers. Contractor shall establish and maintain an extensive and current file of information on the local public, private and voluntary service agencies and organizations. Contractor shall compile, organize and consolidate information on service organizations including, but not limited to: addresses, email addresses, phone numbers, hours of service, range and types of services provided, eligibility requirements and intake procedures. Contractor shall organize resource information and client profiles according to an Army-wide classification system (ARIMS) and AR 25-400-2. Contractor shall conduct intake evaluations with individuals and families in need of social services assistance that is not readily identifiable with other established specialized functional areas in ACS. Contractor shall provide information to individuals and families regarding military and civilian resources available to address a wide range of client requests. Information ranges from service agency names and phone numbers to comparison of similar agencies services, discussion of agencies’ policies, and explanations of application procedures and documentation requirements. Contractor shall provide USAG Wiesbaden related information and communication to civilian agencies assisting Military families and coordinating the use of these services. Contractor shall provide client referral and contact referral agencies when the problems requires immediate attention, is complex in nature, or the client’s limited ability requires such involvement. Contacts with these other organizations are also initiated to ensure that the service is available at the level required and within the necessary timeframe. Follow-ups with agencies shall be conducted to ensure clients have received services or to resolve system problems experienced by the client. All follow-ups shall be documented in Client Tracking System (CTS) as an extended contact.

5.2.3. Contractor shall coordinate, order, deliver and distribute marketing materials as needed. Coordinate closely with ACS staff and other community resources to ensure maximum updated information of all programs and events. Attend ACS staff meeting weekly and other meetings deemed mandatory by the ACSD for the coordination of the above mentioned tasks. Contractor shall maintain the work space and following common areas of Army Community Services on a daily basis - lobby, computer room, and front office IAW the ACS SOP.

Contractor shall submit monthly CTS management reports NLT the 3rd of each month to the COR. Contractor shall provide administrative support services such as updating documents and files, printing certificates and awards, administrative actions, bulk emails, reports, RPAs. Contractor shall prepare and track memoranda, etc., as needed. Contractor shall maintain and update when changes occur the ACS calendars, the inclement weather phone tree, and the ACS emergency contact roster. Contractor shall assist in maintaining and updating the ACS Facebook page and generic ACS email boxes needed, to include posting ACS events and activities, responding to inquiries, and deleting any inappropriate or inaccurate information (as determined by the ACSD or designee) that may have been entered by customers.

5.2.4. The Contractor shall provide customer service to include answering the phone within three (3) rings,…