K.)_Quality_Assurance_Indicators_for_Evaluations_for_Park_Attendants1.pdf

Quality Assurance Indicators for Evaluations for Park Attendants

1. Courteous and helpful attitude towards visitors.

Indicator: Contractor shall at all times present a courteous and helpful attitude toward visitors.

Contractors shall not make critical or disparaging remarks about the United States Corps of Engineers (USACE), their policies, Park Rangers, or other Contractors to the public or anyone else. Contractors shall refrain from any conduct which will reflect unfavorably on the United States Corps of Engineers. Attendants shall not discriminate in regards to race, sex, national origin, disability, religion, age, or sexual orientation. Attendant shall cooperate with other contractors, USACE employees, law enforcement and emergency personnel. (Article V Section D)

2. Park Attendant cooperates with Corps personnel and contractors.

Indicator: Contractor shall not direct Park Rangers in how to resolve issues. Rangers will handle each case on its own merit, in accordance with USACE Visitor Assistance Regulations and Park Ranger training. Attendants shall not attempt to direct, manipulate, undermine, oppose, impede, or “second-guess” decisions made by Rangers or Deputies. Decision of the Park Ranger is final.

(Article V Section F)

Contractors shall cooperate with Corps personnel and other contractors and shall refrain from criticizing the Corps, its policies, or its personnel or other contractors. Contractor shall address problems and issues with any of these to the COR for early resolution. (Article X Section E)

3. Demonstrates team effort in daily duties.

Indicator: Attendant shall cooperate with other contractors, Corps of Engineer employees, law enforcement and emergency personnel. (Article V Section D)

Contractors shall cooperate with Corps personnel and other contractors and shall refrain from criticizing the Corps, its policies, or its personnel or other contractors. Contractor shall address problems and issues with any of these to the COR for early resolution. (Article X Section E)

4. Maintains Host Site in neat and orderly manner.

Indicator: Contractor shall furnish a factory-built, “self-contained” recreational vehicle (RV) of the travel trailer or motor home type, to serve as temporary living quarters for the duration of the contract period:

• Unit shall be equipped with electrical hookup not to exceed 110 volts, and shall be a minimum of 26 (twenty-six) feet in length. (Maximum size will be determined by physical limitations of the site furnished.)

• The unit shall be free any offensive words or materials, and shall be in good condition.

• Not Allowed: Pick-Up shell-type campers, pop-up tent trailers, tents, mini-travel trailers, mobile homes, converted buses, or other RVs which do not meet size requirements or the “self-contained” classification as determined by the Contracting Officer or the COR.

• The Contractor team shall be the sole occupants of their site. Family members and friends shall not live with the contractors.

• Overnight visitors of Contract Park Attendants may stay in the contractor’s living quarters. Visitors having their own camping equipment shall occupy a regular campsite, and pay the regular fee. Visitors shall not utilize attendant site hookups.

• Attendant shall maintain host site in clean and sanitary condition at all times. No dog pens, corrals, poultry cages, or similar facilities for raising animals will be allowed. No appliances or excessive personal items will be permitted in the outside living area.

Minimal landscaping at the host site may be approved by COR.

• Attendants shall clean site upon departure, and remove all personal items, litter, refuse, furniture, etc. from government property unless approved by Contracting Officer.

(Article VIII Section A)

5. Maintains neat appearance, including uniforms.

Indicator: Contractor shall provide his/her own supply of uniforms consisting of Khaki-colored slacks, shorts or skirts and dark green “polo-style” or “golf” shirts, and shoes. Contractor shall sew or attach Government-furnished logo patch onto uniform shirt, if applicable. Contractor shall wear the uniform shirt, pants (or skirt) and name tag together at all times while on duty.

Contractor shall wear shoes while on duty. (Article VIII Section C)

6. Maintains Gatehouse in neat and organized manner.

Indicator: Contractor shall maintain the gatehouse, inside and outside, in a clean and sanitary condition.

• Daily sweep floor; sweep/brush cobwebs and insect debris from inside and outside walls, windows, and doors of building; wipe off counter tops, cabinets. Mop floor as needed.

Keep windows clean.

• Clean computer equipment, if needed, according to prescribed procedure.

• Sweep sidewalks and entryways into gatehouse daily.

• Keep honor vault (if applicable) free of cobwebs, dirt, and insect debris by sweeping.

• Maintain clean restroom facilities inside the gate houses (not public) where applicable.

(Article VII)

Visitors, including family and friends, shall not enter the gatehouse at any time. (Article VIII Section A)

7. Provides full shift in gatehouse.

Indicator: Contractors shall work according to the schedule and hours specified on the “Specific Recreation Area Job Description (SRAJD) sheet for the park which they are awarded. On scheduled performance days, both members of the performing contractor team will be present within the park at all times, and the gatehouse will be continuously staffed by at least one member of the team, during hours outlined on the SRAJDS. During On-Call hours of duty (as defined in the SRAJDS) the Contractor shall remain on site, at his/her residence (assigned host site) unless otherwise noted. Contractor shall provide assistance to visitors in cases of emergencies, to include medical or law enforcement, by calling 9-1-1. Contractor shall assist by unlocking/locking gates to allow access for emergency vehicles and personnel. Contractor may be required to answer incoming telephone calls after hours, please refer to SRAJDS. Without exception, contract Attendant shall immediately open park gates for those claiming a need to leave for emergency reasons and/or for those users who demand to be let out of the park after hours. Contractor shall not confront or argue with visitor. Contractor shall open gates to allow emergency vehicles access to the park and customers. Attendants shall obtain vehicle description and license plate numbers of those persons let out of gates after hours, and shall give to Ranger on Duty as requested. (Article III)

8. Maintains daily log and camper check-in board.

Indicator: Contractors shall maintain a daily log of incidents, accidents, complaints, problems, and changes in operation as may be directed by Park Ranger. Contractor shall record visitors to the park in accordance with prescribed procedures. Attendants shall report complaints and incidents to Ranger on Duty. (Article V Section G)

Contractor shall maintain records necessary for the administration of the user fee program:

campsite status boards. (Article VI Section A)

9. Proficient in NRRS and/or Cash Register.

Indicator: At locations utilizing the National Recreation Reservation Service (NRRS)™ and/or Outdoor Recreation Management Suite (ORMS), potential contractors must possess basic computer skills (ability to operate preinstalled programs on a government-furnished computer, through the use of a keyboard and mouse). ORMS is an internet-based computer program used for registering campers, tracking fees, and processing NRRS™ reservations. At the conclusion of training, contractors will be required to demonstrate their ability to proficiently operate required computer programs and credit card equipment, as applicable. (Article 1 Section B & C)

Contractor shall perform duties described herein and duties specified in “Specific Recreation Area Job Description” sheets. Duties include operate the ORMS computers or cash registers (as specified in SRAJDS), make reservations for park facilities, collect fees, and submit reports in accordance with prescribed procedures. (Article V Section A)

Contractor shall maintain records necessary for the administration of the user fee program:

computerized registration and reservation program (ORMS), credit card scanners and printers, User Fee Permits (ENG form 4457), Camper Registration Cards (CESAW 667), Cash Register receipts, Cash Collection Vouchers (DD 1131), Remittance Registers (ENG 3313), Daily Arrival Reports, Annual Passes, rosters, campsite status boards, passes, etc. Contractor shall collect a variety of user fees as specified on the “Specific Recreation Area Job Description” sheets for camping, visitors, day use, shelters, etc. Fees will be collected and secured according to prescribed procedure. Please refer to the SRAJD sheets. Contractor shall operate the National

Recreation Reservation Service (NRRS) system according to prescribed procedure. This shall include, but is not limited to computers, printers, credit card scanners, and utilizing the NRRS Help Desk by telephone when problems with computers and/or the NRRS system arise, or as requested by Ranger on Duty. (Article VI Section A-C)

10. Reports complaints and incidents to rangers when they occur.

Indicator: Contractor shall act as point of contact for the visiting public for reporting emergencies and/or violations of law. Attendants shall assist public with information by answering telephones and questions at the gate house. Attendants shall report to Ranger on Duty all accidents, violations of law, disturbances, and situations that could affect the health and/or safety of the visiting public. Serious or life threatening incidents and/or emergencies shall be reported first to 9-1-1 and then to the Ranger on Duty. All communications with local authorities shall be reported to Ranger on Duty.

Attendants shall report complaints and incidents to Ranger on Duty.

Contractor shall maintain radio contact with Corps Rangers during duty hours. Attendants may be the only point of contact for the Park Ranger in an emergency; therefore, radio shall be kept turned “ON” and the volume set at an audible level.

Contractor shall deliver emergency and non-emergency messages to campers according to prescribed procedure.

Attendant shall patrol their contracted park and report noted problems and/or violations to the Ranger on Duty.

Contractor shall record “lost and found” in the log, and turn over found items to Ranger on Duty according to prescribed procedure. In cases of malfunctioning facilities, Contractor shall lock building and post “CLOSED” signs as directed by Ranger on Duty. This is to assist park and maintenance staff and to protect the public in instances where Ranger on Duty is detained or unavailable.

(Article V)

11. Correctly submits daily reports and fee remittances.

Indicator: Contractor shall convert cash collected to cashier’s check or money order, according to prescribed procedure. Contractor shall be accountable for all fees collected by cash, check, and credit card. Attendants shall process, reconcile, report, hand-deliver and/or mail all fees collected according to prescribed procedure. Contractor shall take precautions to ensure personal safety and security of fees according to prescribed procedure. Contractor is responsible for lost or misplaced funds. (Article VI Section E & F)

12. Follows established USACE procedures and scope of work.

Indicator: (Entire Contract)