Recruiter_Sales_Training_PWS.pdf

PERFORMANCE WORK STATEMENT FOR

Hawaii Army National Guard Recruiter Sales Training Services

1.0 General:

1.1 Scope: The contractor shall provide all personnel, equipment, tools, materials, supervision, and quality control necessary, except as specified in Paragraph 3.0 as Government Furnished, to perform Supplemental Military Recruitment Sales Training Services, as defined in this PWS.

The contractor shall also perform Commercial Sales Training for up to 40 personnel and be centered upon the development of sales skills, attributes, and methodologies.

1.2 Background: To sustain the effectiveness of the Hawaii Army National Guard’s (HIARNG) recruiting efforts, HIARNG requires a sales training system that can be used to train recruiting leaders and recruiters in each career position. This effort will focus on sustaining an integrated recruiting sales training system for all production recruiters, trainers, and supervisors responsible for securing Enlisted and Officer Accessions and Retention.

1.3 Period of Performance (PoP): The Period of Performance shall be 26-27 JUN 2019.

1.4 General Information:

1.4.1 Quality Control (QC): The contractor shall develop and maintain an effective QC Plan (QCP) 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 QCP is the means by which it assures itself that its work complies with the requirements of the contract. As a minimum, the contractor shall develop QC procedures that address the areas identified in Technical Exhibit 1, Performance Requirements Summary (PRS).

1.4.2 Quality Assurance (QA): The Government will evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government will 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 acceptable quality level(s) or defect rate(s).

1.4.3 Recognized Holidays: The following are recognized United States (US) holidays. The contractor shall not perform services on these days:

1.4.3.1 New Year’s Day: January 1st

Martin Luther King, Jr.’s Birthday

1.4.3.2 President’s Day

1.4.3.3 Memorial Day

1.4.3.4 Independence Day: July 4th

1.4.3.5 Labor Day

1.4.3.6 Columbus Day

1.4.3.7 Veteran’s Day: November 11th

1.4.3.8 Thanksgiving Day

1.4.3.9 Christmas Day: December 25th

1.4.4 Place and Performance of Services: The contractor shall provide services between the hours of 0800-1700 on Monday through Friday, except on recognized US holidays. The facilitation/training locations will be at a location determined by the Government. The Government will furnish classroom space suitable to workshop size. Government will also provide facilitator kits, wall charts and audio-visual equipment (computer & monitor), note pads, pens, flip charts and all other miscellaneous administrative requirements. The contractor shall at all times maintain an adequate work force for the uninterrupted performance of all tasks defined within this PWS. When hiring personnel, the contractor shall keep in mind that the stability and continuity of the work force are essential.

1.4.4.1 Unscheduled gate closures by the Security Police may occur at any time causing all personnel entering or exiting a closed installation to experience a delay. This cannot be predicted or prevented. Contractors are not compensated for unexpected closures or delays. Vehicles operated by contractor personnel are subject to search pursuant to applicable regulations. Any moving violation of any applicable motor vehicle regulation may result in the termination of the contractor employee’s installation driving privileges.

1.4.4.2 The contractor’s employees shall become familiar with and obey the regulations of the installation; including fire, traffic, safety and security regulations while on the installation.

Contractor employees should only enter restricted areas when required to do so and only upon prior approval. All contractor employees shall carry proper identification with them at all times, and shall be subject to such checks as may be deemed necessary. The contractor shall ensure compliance with all regulations and orders of the installation which may affect performance. The Government reserves the right to direct the removal of an employee for misconduct, security reasons, or any overt evidence of communicable disease. Removal of contractor employees for reasons stated above does not relieve the Contractor from responsibility for total performance of this contract.

1.4.4.4 Security Requirements. The contractor shall comply with all applicable installation/facility access and local security policies and procedures, which may be obtained from the COR. The contractor and all associated subcontractor employees shall provide all information required for background checks to meet installation access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services or Security Office. The contractor shall ensure compliance with all personal identity verification requirements as directed by Department of Defense (DoD), Headquarters Department of Army (HQDA) and/or local policy. Should the Force Protection Condition (FPCON) change, the Government may require changes in contractor security matters or processes.

1.4.4.5 Physical Security. The contractor shall safeguard all Government property provided for contractor use. At the close of each work period, Government facilities, equipment and materials shall be secured.

1.4.6 Special Qualifications: The contractor shall provide facilitation and consulting services to sustain the effectiveness of HIARNG recruiting efforts, the Hawaii Army National Guard (HIARNG) requires a sales training system that can be used to train recruiters in each career position. This effort will focus on sustaining an integrated recruiting sales training system for recruiting leaders, all production recruiters, trainers, and supervisors responsible for securing Enlisted and Officer Accessions and Retention. These services are required to improve HIARNG recruiting by developing and implementing a sales training performance system.

1.4.7 Post Award Conference/Periodic Progress Meetings: The contractor agrees to attend any post award conference convened by the KO in accordance with FAR Subpart 42.5. The KO, COR and other Government personnel, as appropriate, may meet periodically with the contractor to review the contactor’s performance. At these meetings, the KO 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. The contractor shall resolve outstanding issues raised by the Government. Contractor attendance at these meetings shall be at no additional cost to the Government.

1.4.8 Contract Manager (CM): The contactor shall designate a CM who shall ensure performance under this contract. The name of this person, and an alternate who shall act for the contractor when the CM is absent, shall be designated in writing to the KO. The CM or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The CM shall work through the COR, to resolve issues, receive technical instructions, and ensure adequate performance of services. The CM shall ensure that contractor employees do not perform any services outside the scope of the contract without an official modification issued by the KO. The CM shall ensure contractor employees understand that services performed outside the scope of the contract are performed wholly at the expense of the contractor.

1.4.9. Combating Trafficking in Persons: The United States Government has adopted a zero tolerance policy regarding trafficking in persons. Contractors and contractor employees shall not engage in severe forms of trafficking in persons during the period of performance of the contract;

procure commercial sex acts during the period of performance of the contract; or use forced labor in the performance of the contract. The Contractor shall notify its employees of the United States Government’s zero tolerance policy, the actions that will be taken against employees for violations of this policy. The contractor shall take appropriate action, up to and including termination, against employees or subcontractors that violate the US Government policy as described at FAR 22.17.

1.4.4.10 Organizational Conflicts of Interest (OCI): The contractor and subcontractor personnel performing services 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 OCIs, as defined in FAR Subpart 9.5. The contractor shall notify the KO 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 KO to avoid or mitigate any such OCI. The contractor’s mitigation plan will be determined to be acceptable solely at the discretion of the KO. In the event the KO unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the KO may impose 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.

2.0 Definitions and Acronyms:

2.1 Definitions:

2.1.1 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.

2.1.2 Contracting Officer (KO): 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.

2.1.3 Contracting Officer Representative (COR): An employee of the U.S. Government designated by the KO to monitor contractor performance. Such appointment will be in writing and will 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.

2.1.4 Defective Service: A service output that does not meet the standard of performance associated with the PWS.

2.1.5 Deliverable: Anything that can be physically delivered and includes non- manufactured things such as meeting minutes or reports.

2.1.6 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 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.

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

2.1.8 Quality Assurance: The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

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

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

2.1.11 Subcontractor: One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.2 Acronyms:

AEI Army Enterprise Infostructure

AR Army Regulation

AT/OPSEC Antiterrorism/Operational Security

BI Background Investigation

CM Contract Manager

CMRA Contractor Manpower Reporting Application

COR Contracting Officer Representative

DA Department of the Army

DD254 Department of Defense Contract Security Classification Specification

DFARS Defense Federal Acquisition Regulation Supplement

DoD Department of Defense

FAR Federal Acquisition Regulation

GFP/M/E/S Government Furnished Property/Material/Equipment/Services

HQDA Headquarters, Department of the Army

HSPD Homeland Security Presidential Directive

IA Information Assurance

IS Information System(s)

KO Contracting Officer

NGB National Guard Bureau

OCI Organizational Conflict of Interest PII Personally Identifiable Information

PIPO Phase In/Phase Out

POC Point of Contact

PRS Performance Requirements Summary

PWS Performance Work Statement

QA Quality Assurance

QASP Quality Assurance Surveillance Plan

QC Quality Control

QCP Quality Control Program

SSN Social Security Number

TE Technical Exhibit

USD(I) Under Secretary of Defense for Intelligence

3.0 Government Furnished Property, Material, Equipment and Services (GFP/M/E/S): The Government will not provide the property, material, equipment, and/or services listed below solely for the purpose of performance under this contract:

3.1 Property: The Government will furnish the necessary workspace for the contractor to perform services outlined in this PWS.

4.0 Contractor Furnished Property, Materials, and Equipment (CFP/M/E):

4.1 General: Except for those items specifically stated to be Government-Furnished in Paragraph 3.0, the contractor shall furnish everything required to perform these services as indicated in Paragraph 1.1.

4.2 Materials Required: All material, including notes gathered and/or developed in the performance of the tasks listed in the contract shall be returned to and become the property of the government and shall not be used or distributed by the contractor without specific written permission from the of U.S. Army National Guard. Wall charts for all courses will be hard copy and will be provided by contractor.

4.3 Provide all facilitator materials for multi-level sales training system (charts, video, leader’s guide, and customized role plays).

4.4 Provide all participant materials for multi-level sales training system.

4.5 Provide materials for multi-level sales training system (charts, video, leader’s guide, and customized role plays).

4.6 Provide all participant materials for multi-level sales training system.

4.7 Provide all Recruiting EQ follow-on sales training materials for multi-level sales training applications system (charts, video, leader’s guide, and customized role plays).

4.8 Provide all Recruiting EQ follow-on training participant materials multi-level sales training applications system.

4.9 Provide all sales performance kits materials as a training reinforcement tool for supervisors.

4.10 Utilities: All utilities in the facility will be available for the contactor’s use in the performance of this contract. The contractor shall instruct employees in utilities conservation practices. The contractor shall operate under conditions that preclude the waste of utilities, which include turning off the water faucets or valves after using the required amount.

5.0 Requirements: The contractor shall:

5.1 The contractor shall provide facilitation and consulting services to sustain the effectiveness of the U.S. Army’s recruiting efforts, the Hawaii Army National Guard (ARNG) requires a sales training system that can be used to train recruiters in each career position. This effort will focus on sustaining an integrated recruiting sales training system for recruiting leaders, all production recruiters, trainers, and supervisors responsible for securing Enlisted and Officer Accessions and Retention. These services are required to improve ARNG recruiting by developing and implementing a sales training performance system.

5.1.1 Developing a comprehensive sales training and support system tailored to meet ARNG needs in areas of recruiting to include but not limited to: keynote speeches, initial foundation prospecting and recruiting specific sales training, follow-on recruiting specific sales training, and Coaching Military Recruiting course for NCOICs.

5.1.2 Reinforcing and enhancing initial military recruiting specific sales training with continuation follow- on recruiting specific sales training from the initial.

5.1.3 Develop, implement and execute a leadership and management coaching skills and certification course designed to enhance sales skills by guiding, mentoring, diagnosing, and evaluating sales calls tailored to meet ARNG needs in the areas of recruiting and retention.

5.1.4 Develop, implement and execute a comprehensive recruiting specific sales leadership and management system tailored evaluate precision recruiting Tools Techniques Practices (TTP), leveraging existing & new resources.

5.1.5 Develop, implement and execute follow-on continuation training course tailored to reinforce and enhance train-the-trainer coaching skills.

5.1.6 Provide deliverables to develop and implement training performance in support of ARNG Recruiter training.

5.1.7 Develop, implement, and execute additional training enhancements as requested by the Contracting Officer Representative (COR) and coordinated through the Contracting Officer (CO). The COR will liaise with the prime contractor, your staff, other contractors, and stakeholders related to this contract. Additionally, the COR will perform inspection and acceptance for the Government assuring performance/delivery is in accordance with contract/order requirements, terms, and conditions. Furthermore, the COR will ensure the Government meets contractual requirements to the contractor, inform the Contracting office, in writing, of any changes to the scope of work outlined in the contract. Finally, the COR will work with the Contracting Office to resolve issues, to include follow-up that corrective measures were taken. 5.1.8 Provide on-site or remote virtual training in specialized environments such as advanced leadership classes, annual training conferences and workshops, quarterly training briefs, brigade governance forums, and center leader quarterly development programs; to include certifications requested by ARNG.

5.1.9 Conduct research via surveys or other methods to validate program effectiveness.

5.1.10 Report on effectiveness of all stated tasks via Summary Reports as deemed applicable by

COR.

5.0 Contractor Manpower Reporting Application (CMRA):

5.2.1 The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the National Guard Bureau or Hawaii Army National Guard Recruiting via a secure data collection site.

5.2.2 The contractor shall completely fill in all required data fields using the following web address: http://www.ecmra.mil/. Reporting inputs shall be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with 2018. Contractors may direct questions to the help desk at http://www.ecmra.mil.

5.3 Work Requirements and Deliverables:

5.3.1 Deliverables. The contractor shall provide the following:

5.3.2 Provide electronic copy materials in support of the training programs as requested by

COR.

5.3.3 Execute requested training at the location determined by the COR.

5.4 Training Requirement:

5.4.1 The contractor shall be required to develop and execute a comprehensive strategic ARNG sales training. The training and will include, but not be limited to, initial sales training designed to approach and recruit non-prior and prior-service applicants for enlistment or appointment into the Hawaii Army National Guard. The contractor shall also develop a training system for all delivered training.

5.4.2 Training Deliverable 1:

5.4.2.1 Overview and Introductions: Participants gain an understanding of training objectives, expectations, and expected outcomes. Participants introduce themselves and state their challenges with prospecting.

5.4.2.2 Five Traits of Ultra-High Performers (UHP) and the Three Things You Can Control:

Participants learn the Five Traits of UHPs and level-set on the three areas of their recruiting day that they can control.

5.4.2.3 Law of Replacement, 30-Day Rule: and Balance Prospecting Mindset: Participants learn how the failure to prospect impacts their pipeline and time-off and why daily prospecting is critical to success in recruiting.

5.4.2.5 Seven-Step Telephone Prospecting Process: Through instruction and role-plays, participants learn a simple seven-step telephone process that allows them to be more efficient on the phone, reduce initial resistance, and quickly (more efficiently) set appointments or engage in recruiting conversations.

5.4.2.6 Turning Around RBOs and Managing the Fear of Rejection: Through instruction, team exercises, and roleplaying, participants learn how to effectively and confidently turnaround RBOs (Reflex Responses, Brush-Offs, and Objections) on the phone. Participants learn the difference between an initial RBO and a sales objection and why it’s critical that they treat them differently. Participants learn where the fear of rejection comes from and gain techniques for managing fear and call reluctance.

5.4.2.7 Getting Past Gatekeepers: Participants learn techniques for dealing with and getting past gatekeepers.

5.4.2.8 Leaving an Effective Voice-Mail Message: Through instruction and roleplaying, participants learn a voice-mail technique that doubles call-backs.

5.4.2.9 Time Management and the Command Mindset: Participants learn how to properly block and manage their recruiting day to protect the Golden Hours, leverage Power Hours to increase phone time, and to get more done in less time by becoming efficient and effective.

5.4.2.10 Shaping Win Probability: Participants learn why being obsessed with win probability is a common trait in all Ultra-High Performers.

5.4.2.11 Effective Email, Social, Text Messaging Prospecting: Participants learn how to write powerful messages in four steps and the seven rules of text message prospecting. Participants also will learn the best time to Email and The Email and Phone One-Two Punch.

5.5 Shipping Requirement:Material shall be provided via digital content. In cases where materials would need to be delivered in hard copy form, the physical shipping address will be provided by the COR.

5.6 Support:

5.6.1 Provide customized information on the linkages of each program to HIARNG’s overall strategy, competitive position, and existing systems and processes. The skills and concepts taught in the training should reflect realistic recruiting and coaching situations and challenges.

5.6.2 Provide training programs in the following programs:

- Recruiting Leaders (i.e., NCOICs and officers at all levels within the ARNG)

- Coaching Military Recruiting (recruiting supervisors)

- Coaching Military Recruiting follow-on training (new recruiting supervisors)

- Military Recruiting (recruiters and supervisors)

- Follow-on training (new recruiters and supervisors)

- Recruiting EQ (recruiters and supervisors)

- Recruiting EQ (new recruiters and supervisors)

Note: Throughout the training materials, the contractor shall provide the “Army specific” selling role plays for basic, advanced, applications, and coaching skills. The contractor will use specific examples to the ARNG recruiting environment for enlisted and officer accessions.

5.6.3 Provide customized role-play scenarios to reflect realistic ARNG recruiting and coaching situations in the various recruitment position areas.

5.6.4 Provide customized selling skills to link to the Army Recruiter Course being used at the Army Recruiting and Retention College at Fort Knox, KY. Incorporate selling skills to position recruiters for success using lead generation, pre-call planning, making and conducting appointments using performance measured interactions for enlisted and officer accessions. It’s recommended that contactor obtain information via teleconference with COR and school house staff.

5.6.5 Develop customized information on the linkages of each program to previous training and current recruiting strategy and key business outcomes. Measurement tools for evaluation and the process for reporting and tracking will also be included.

5.6.6 Discuss through conference calls or face to face team meetings additional ways to integrate training with current ARNG strategies and goals.

5.6.7 The designated contractor representative for this effort, or persons employed by or in any way responsible to the contractor shall make themselves available for technical issue discussion, evaluation, and solution. Technical issues are perceived to be any operational or structural difficulty encountered in understanding procedures and programs developed as a component of this effort. This availability is limited to meetings and telephone conferences directly responding to specific issues of concern that involve analysis performed by the contractor.

5.6.8 All documents produced will be closely scrutinized to ensure internal consistency. Any deviations or updates will be explicitly identified and explained in the text.

5.6.9 The contractor shall designate one individual and one alternate employee, by name and title, which will be the central point of contact for all taskings accomplished under the auspices of this work effort.

5.6.10 The contractor shall, without additional expense to ARNG, be responsible for obtaining any necessary access, licenses and permits and for complying with any Federal, State and local laws, codes and regulations applicable to the performance of this work to include the safeguard of lead information and data processing.

6.0 Applicable Publications: Publications applicable to this PWS are listed below:

Federal Acquisition Regulation https://www.acquisition.gov/?q=browsef ar or http://farsite.hill.af.mil/

Defense Federal Acquisition Regulation Supplement http://www.acq.osd.mil/dpap/dars/dfarspgi/cu rrent

/index.html or http://farsite.hill.af.mil/ DoDM 1000.13-M-V1

DoD Identification (ID) Cards (Enclosure 2, paragraph 3.b)

01/23/2014 http://www.esd.whs.mil/Directives/issuances /dod m/

Federal Information Processing Standards (FIPS) Publication 201- 2 Personal Identity Verification (PIV) of Federal Employees and Contractors (paragraph 9)

August http://nvlpubs.nist.gov/nistpubs/FIPS/NIST.FIP S.2 01-2.pdf

DoDM 5200.2 Regulation 5200.02 Procedures for the DoD

Personnel Security Program (PSP)

04/03/2017 http://www.dtic.mil/whs/directives/corres/pub 1.htm l

Army Directive 2014- 05 Policy and

Implementation Procedures for Common Access

Card Credentialing and Installation Access for Uncleared Contractors

03/07/2014 http://www.apd.army.mil/ProductMaps/PubF orm/ ArmyDir.aspx

AR 190-13

The Army Physical Security

Program

02/25/2011 http://www.apd.army.mil/ProductMaps/PubF orm/ AR.aspx

Homeland Security Presidential Directive (HSPD)-12 Policy for a Common

Identification Standard for Federal Employees and

Contractors

08/27/2004 https://www.dhs.gov/homeland-security- presidential-directive-12

(Publication (Chapter/Page)

Date of Publicatio n

Mandator y or Advisory

Website

DoDD 5400.11 Department of Defense Privacy

Program

10/29/2014 http://www.dtic.mil/whs/directives/corres/dir.

html#

DoD 5400.11-R Department of Defense Privacy

Program

05/14/2007 http://www.dtic.mil/whs/directives/corres/pub 1.htm l

DoDD 8140.01 Cyberspace Workforce Management

08/11/2015 OK http://www.dtic.mil/whs/directives/corres/dir.

html

DoD 8570.01-M Information Assurance Workforce

Improvement Program

12/19/2005 (Change 4:

11/10/2015)

OK http://www.dtic.mil/whs/directives/corres/pub 1.htm l

AR 25-2

Information Assurance

10/24/2007 OK http://armypubs.army.mil/ProductMaps/PubFor m/ AR.aspx

Applicable Forms: Forms applicable to the PWS are listed below:

Form Date Website

DD 1172-2

Application for Identification Card/DEERS Enrollment

Mar http://www.dtic.mil/whs/directives/forms/index.htm

I-9 Employment Eligibility

Verification

11/14/16 https://www.uscis.gov/sites/default/files/files/form/i- 9.pdf

DD 441

Department of Defense

Security Agreement

Jan 2017 http://www.dtic.mil/whs/directives/forms/dd/ddforms0001

- 0499.htm

DD 250

Material Inspection and

Receiving Report

Aug http://dtic.mil/whs/directives/forms/dd/ddforms0001- 0499.htm

TECHNICAL EXHIBIT 1

Performance Requirements Summary (PRS)

This PRS includes performance objectives the Government will use to determine contractor performance and will compare contractor performance to the Acceptable Quality Level (AQL).

Performance

Objective Performance Standard Acceptable

Quality Levels

(AQL)

Surveillance Method / By Whom

5.4.2

The contractor shall provide keynote/training in accordance with

The performance threshold only applies to the course completion survey.

course completion survey/ COR or Vendor objectives outlined in the

PWS.

The contractor shall

To be accomplished

Determined within 30 provide support and shipping in during each working days of contract award/

5.5 - 5.6 accordance with fiscal year and Contracting and COR Objectives in this PWS. delivery schedules will be determined within 30 days of contract award