Discovery Resource Center Manager

PERFORMANCE WORK STATEMENT (PWS)

FOR

DISCOVERY RESOURCE CENTER MANAGER

99 FSS/FSFR

18 March 2011

PERFORMANCE WORK STATEMENT
TABLE OF CONTENTS

 

SECTION PAGE

1 DESCRIPTION OF SERVICES 3 - 5

2 SERVICES SUMMARY 6

3 GOVERNMENT FURNISHED PROPERTY AND SERVICES 6

4 GENERAL INFORMATION 6 - 8

5 APPENDICES 9

 

AIRMAN AND FAMILY READINESS CENTER'S DISCOVERY RESOURCE CENTER

COORDINATOR AND CUSTOMER SERVICE SPECIALIST

INTRODUCTION: To coordinate all activities within the Nellis AFB Airman and Family Readiness Center's (A&FRC), Discovery Resource Center (DRC); orient customers to available resources; and provide computer support on the use of the various software programs. Work shall be performed at 4311 N. Washington Blvd, Suite 102, Bldg. 312, Nellis AFB, NV 89191.

BACKGROUND: This requirement started in September 2004 at the Airman and Family Readiness Center, based on direction from the Air Combat Command commander.

The result of this solicition, a "One Year" contract shall be issued. 

1.0. DESCRIPTION OF SERVICES

Functional Operations. The contractor shall provide services contained in this Performance Work Statement. The contractor shall:

1.1. INPUT DATA

Keep data up to date in the Family Integrated Result Statistical Tracking (FIRST) database system. The Government will provide workspace, desk, phone, personal computer, associated equipment, and office supplies.

1.1.1. Check in and catalog new materials within one week of receipt into FIRST, develop lists of all resources, and make recommendations for ordering additional or updated resources.

1.1.2. Is responsible for checking in/out resource materials through FIRST or other designated method. Military/family member/civilian ID cards will be presented as proof of identity when checking out materials. Make telephone follow-up calls for materials not returned within the time frame established by A&FRC management. Inform A&FRC superintendent if item(s) are not returned after the first attempt.

1.2. PROVIDE INFORMATION

Provide referral services and back up front-desk as required.
 

1.3. WORKING KNOWLEDGE

Acquire working knowledge of the Air Force, Airman and Family Readiness Centers, Discovery Resource Center functions, available resources in the A&FRC and Las Vegas community, and Microsoft Office Professional Suite. Promote user awareness of the Discovery Resource Center itself, the A&FRC and available resources.

1.4. ASSIST THE A&FRC STAFF

Providing information and referral services within the A&FRC. The contractor shall assist customers to find resources for specific identified needs that relate to the aforementioned services in the A&FRC, and triage customers to other staff members as appropriate.

1.5. MAINTAIN PROPER INFORMATION MANAGEMENT TO INCLUDE:

1.5.1. Reference library to include books, videos, CDs, websites, information, referral services and computer resources.

1.5.2. Display newly acquired materials in an area designated by the A&FRC management, and change each week or as needed.

1.5.3. Monitor use of materials and make recommendations when necessary for acquisition of additional materials or safeguarding of any stock.

1.5.4. Inventory all materials quarterly no later than the last working day of the last month of the quarter. Report any loss or damage to the A&FRC management the next duty day.

1.5.5. Be able to develop and maintain a cataloging system for print and video materials as established by the A&FRC management, and be able to assist clients in locating and selecting appropriate resource materials based on their needs.

1.6. COMPUTER MONITORING

Monitor computer issues to include maintaining integrity of security.

1.6.1 Assess and report potential risk on the DRC network.

1.6.2. Provide technical assistance to users of the DRC, assisting in the operation of computer-based programs, as specified in requirements below, and other programs available in the DRC. Contractor will contact Work Group Manager (WGM) for assistance when encountering hardware/software problems and keep the designated A&FRC representative informed on the status of problem until it is resolved.

1.6.3. Access the Quality of Life Network (QoLNet) and Internet Service Provider (ISP) accounts and assist people who wish to use them. Ensure that customers use computers only for legitimate A&FRC sanctioned purposes and do not access unauthorized websites IAW Network User License.

1.7. ADMINISTRATIVE AND SUPPORT

Provide administrative and support services within the A&FRC as follows:

1.7.1. Supply information and referral statistics to the Chief, A&FRC.

1.7.2. Maintain phone numbers, services and web sites addresses (when applicable) of helping agencies.

1.7.3. In coordination with the Chief, A&FRC, schedule key personnel (new commander's, First Sergeants, and Command Chief Master Sergeants) A&FRC and DRC briefings within 60 days of their arrival on station/Change of Command. Track dates that key personnel have been briefed and maintain for accountability.

1.7.4. Answer and send e-mail correspondence dealing with area of responsibility.

1.8. OPENING AND CLOSING PROCEDURES

1.8.1. Properly open the DRC, turning on lights and computer/printer equipment at the beginning of each day. The contractor shall ensure each item is in serviceable order and the DRC is in presentable condition.

1.8.2. Must ensure the DRC is properly closed at the end of the official duty day. All lights and equipment shall be turned off.

1.9. CONTROLS OVER WORK

1.9.1. The Quality Assurance Personnel (QAP) will be responsible for reporting on compliance of the contract and provide oversight. Validated customer complaints are those that are determined by the QAP or his/her assigned investigator as substantially true and resultant from factors within the Contractor's control.

1.9.2. The contractor is prohibited from receiving any moneys or benefit from any source as a direct or indirect result of the counseling or services provided by the A&FRC.

1.9.3. Any records generated by/through the volunteer program become the property of the U.S. Air Force and will be covered under applicable DOD and AF Instructions, including those regarding Freedom of Information and Privacy Acts.
 
2.0 SERVICE SUMMARY

Performance Objective PWS paragraph Performance Threshold:
Percentage of the Time
1.0 Functional Operations
Provide efficient check-out and check-in of materials to clients and cataloging of new materials using the Family Integrated Result Statistical Tracking (FIRST) system 1.1.2 90%
Provide social service referrals, technical assistance and general information in a professional manner 1.4 100%
Perform inventory 1.5.4 90%
Maintain software library 1.5.5 90%
Monitor computer access and network integrity 1.6.3 100%
Supply information and referral statistics to the AFRC Director 1.7.1 90%

3.0 GOVERNMENT FURNISHED PROPERTY OR SERVICES

N/A

4.0 GENERAL INFORMATION / SECURITY REQUIREMENTS

4.1. HOURS OF WORK AND HOLIDAY

The contractor shall perform the services required under this contract during the following hours: Monday through Friday, 0730 through 1630. Lunch period will be for one hour between the hours of 1100 and 1300. Actual lunch time to be coordinated with A&FRC staff and noted on sign out board. Contractor will work a maximum of 40 hours per week. Vacation time for individuals hired by the contractor shall be as follows: 2 weeks paid vacation after 1 year with a contractor or successor, length of service includes the whole span of continuous service with the present contractor or successor, wherever employed, and with the predecessor contractors in the performance of similar work at the same Federal facility.

The A&FRC will be closed on the following 10 Holidays, which are considered paid holidays per 29 CFR 4.174: New Year's Day, Martin Luther King Jr's Birthday, Washington's Birthday, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran's Day, Thanksgiving Day, and Christmas Day. Down days may be granted by higher headquarters, but these are still required work days for the contractor. Contractor shall submit monthly invoices through Wide Area Work Flow.

4.2. PHYSICAL SECURITY

The contractor shall be responsible for safeguarding all government property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.

4.3. PASS AND IDENTIFICATION

The contractor shall ensure the pass and identification items required for contract performance are obtained.

4.4. RETRIEVING IDENTIFICATION MEDIA

The contractor shall return all identification media, including vehicle passes, prior to contract expiration or termination of service to Security Forces or the Contracting Officer within 24 hours.

4.5. TRAFFIC LAWS

The contractor shall comply with base traffic regulations.

4.6. WEAPONS FIREARMS AND AMMUNITATION

Contract employees are prohibited from possessing weapons, firearms, or ammunition on themselves or within their contractor-owned vehicle or privately owned vehicle while on Nellis AFB.

4.7. KEY CONTROL

The contractor shall establish and implement methods of making sure all keys issued to the contractor by the Government are not lost or misplaced and are not used by unauthorized persons. The contractor shall not duplicate any keys issued by the government.

4.8. INJURY OR DAMAGE

The contractor will be held liable for injury or damage to government property or persons occurring as a result of negligence or willful act on the part of the contractor.

4.9. QUALIFICATION FACTORS: Contractor shall:

4.9.1. Have a minimum of at least one year of related experience in a human services environment comparable to the A&FRC, or 30 college accredited semester hours, or a combination of education and direct work experience.

4.9.2. Have practical knowledge of human resources, education programs, requirements, and procedures.

4.9.3. Be familiar with using a personal computer and will be familiar with Microsoft computer software applications.

4.9.4 Possess a thorough working knowledge of the worldwide internet web to not only conduct internet research but, assist customers on how to conduct such research.

4.9.5. Acquire a basic understanding of military protocol and rank structure, support group organizations, understanding of family systems in a military setting, ability to communicate, and work effectively with diverse groups.

4.9.6. Be eligible to be certified to use base LAN (Local Area Network). Certification requires at a minimum, that the contractor must be a U.S. citizen, obtain a Network User License and complete a favorable National Agency Background Check (NAC) within ninety (90) days of contract award. Failure to do so will result in the contract being terminated.

4.9.7. The Contractor's FSO (Financial Services Officer) may initiate the processing of NAC by first completing an EPSQ (Electronic Personnel Security Questionnaire). For additional information see http://www.dss.mil/wpsq (index.htm) and to submit the EPSQ electronically to Defense Security Service (DSS) at DSS-OCC (Defense Security Service-Operations Center Columbus).

4.9.8. See DSS website http://www.dss.mil for guidance and information concerning the processing of security clearances.

4.9.9 Speak, write and understand the English language fluently.

4.9.10. Contractor shall dress in appropriate business attire while in performance of contract.

4.9.11. Gain competency of duties within 14 calendar days.

4.10 QUALIFICATION SUBMITTALS

4.10.1. Resume.

4.10.2. References, no less than two.

4.11.3. College transcripts or proof of qualifying work experience.

 
5. APPENDICES

A. Acronyms & Abbreviations List

APPENDIX A
ACRONYMS AND ABBREVIATIONS LIST

Acronym/Abbreviation Definition

AF Air Force

AFB Air Force Base

CFR Code Federal Regulation

CO Contracting Officer

DEPT Department

DOD Department of Defense

FAR Federal Acquisition Regulation

GR Government Representative

OSHA Occupational Safety and Health Act

PBSA Performance Based Service Acquisition

PWS Performance-Based Work Statement

QA Quality Assurance

QAP Quality Assurance Personnel

QCP Quality Control Program

SS Services Summary

USAF United States Air Force

 

PERFORMANCE WORK STATEMENT (PWS)

FOR

DISCOVERY RESOURCE CENTER MANAGER

99 FSS/FSFR

18 March 2011

PERFORMANCE WORK STATEMENT
TABLE OF CONTENTS

 

SECTION PAGE

1 DESCRIPTION OF SERVICES 3 - 5

2 SERVICES SUMMARY 6

3 GOVERNMENT FURNISHED PROPERTY AND SERVICES 6

4 GENERAL INFORMATION 6 - 8

5 APPENDICES 9

 

AIRMAN AND FAMILY READINESS CENTER'S DISCOVERY RESOURCE CENTER

COORDINATOR AND CUSTOMER SERVICE SPECIALIST

INTRODUCTION: To coordinate all activities within the Nellis AFB Airman and Family Readiness Center's (A&FRC), Discovery Resource Center (DRC); orient customers to available resources; and provide computer support on the use of the various software programs. Work shall be performed at 4311 N. Washington Blvd, Suite 102, Bldg. 312, Nellis AFB, NV 89191.

BACKGROUND: This requirement started in September 2004 at the Airman and Family Readiness Center, based on direction from the Air Combat Command commander.

 

1.0. DESCRIPTION OF SERVICES

Functional Operations. The contractor shall provide services contained in this Performance Work Statement. The contractor shall:

1.1. INPUT DATA

Keep data up to date in the Family Integrated Result Statistical Tracking (FIRST) database system. The Government will provide workspace, desk, phone, personal computer, associated equipment, and office supplies.

1.1.1. Check in and catalog new materials within one week of receipt into FIRST, develop lists of all resources, and make recommendations for ordering additional or updated resources.

1.1.2. Is responsible for checking in/out resource materials through FIRST or other designated method. Military/family member/civilian ID cards will be presented as proof of identity when checking out materials. Make telephone follow-up calls for materials not returned within the time frame established by A&FRC management. Inform A&FRC superintendent if item(s) are not returned after the first attempt.

1.2. PROVIDE INFORMATION

Provide referral services and back up front-desk as required.
 

1.3. WORKING KNOWLEDGE

Acquire working knowledge of the Air Force, Airman and Family Readiness Centers, Discovery Resource Center functions, available resources in the A&FRC and Las Vegas community, and Microsoft Office Professional Suite. Promote user awareness of the Discovery Resource Center itself, the A&FRC and available resources.

1.4. ASSIST THE A&FRC STAFF

Providing information and referral services within the A&FRC. The contractor shall assist customers to find resources for specific identified needs that relate to the aforementioned services in the A&FRC, and triage customers to other staff members as appropriate.

1.5. MAINTAIN PROPER INFORMATION MANAGEMENT TO INCLUDE:

1.5.1. Reference library to include books, videos, CDs, websites, information, referral services and computer resources.

1.5.2. Display newly acquired materials in an area designated by the A&FRC management, and change each week or as needed.

1.5.3. Monitor use of materials and make recommendations when necessary for acquisition of additional materials or safeguarding of any stock.

1.5.4. Inventory all materials quarterly no later than the last working day of the last month of the quarter. Report any loss or damage to the A&FRC management the next duty day.

1.5.5. Be able to develop and maintain a cataloging system for print and video materials as established by the A&FRC management, and be able to assist clients in locating and selecting appropriate resource materials based on their needs.

1.6. COMPUTER MONITORING

Monitor computer issues to include maintaining integrity of security.

1.6.1 Assess and report potential risk on the DRC network.

1.6.2. Provide technical assistance to users of the DRC, assisting in the operation of computer-based programs, as specified in requirements below, and other programs available in the DRC. Contractor will contact Work Group Manager (WGM) for assistance when encountering hardware/software problems and keep the designated A&FRC representative informed on the status of problem until it is resolved.

1.6.3. Access the Quality of Life Network (QoLNet) and Internet Service Provider (ISP) accounts and assist people who wish to use them. Ensure that customers use computers only for legitimate A&FRC sanctioned purposes and do not access unauthorized websites IAW Network User License.

1.7. ADMINISTRATIVE AND SUPPORT

Provide administrative and support services within the A&FRC as follows:

1.7.1. Supply information and referral statistics to the Chief, A&FRC.

1.7.2. Maintain phone numbers, services and web sites addresses (when applicable) of helping agencies.

1.7.3. In coordination with the Chief, A&FRC, schedule key personnel (new commander's, First Sergeants, and Command Chief Master Sergeants) A&FRC and DRC briefings within 60 days of their arrival on station/Change of Command. Track dates that key personnel have been briefed and maintain for accountability.

1.7.4. Answer and send e-mail correspondence dealing with area of responsibility.

1.8. OPENING AND CLOSING PROCEDURES

1.8.1. Properly open the DRC, turning on lights and computer/printer equipment at the beginning of each day. The contractor shall ensure each item is in serviceable order and the DRC is in presentable condition.

1.8.2. Must ensure the DRC is properly closed at the end of the official duty day. All lights and equipment shall be turned off.

1.9. CONTROLS OVER WORK

1.9.1. The Quality Assurance Personnel (QAP) will be responsible for reporting on compliance of the contract and provide oversight. Validated customer complaints are those that are determined by the QAP or his/her assigned investigator as substantially true and resultant from factors within the Contractor's control.

1.9.2. The contractor is prohibited from receiving any moneys or benefit from any source as a direct or indirect result of the counseling or services provided by the A&FRC.

1.9.3. Any records generated by/through the volunteer program become the property of the U.S. Air Force and will be covered under applicable DOD and AF Instructions, including those regarding Freedom of Information and Privacy Acts.
 
2.0 SERVICE SUMMARY

Performance Objective PWS paragraph Performance Threshold:
Percentage of the Time
1.0 Functional Operations
Provide efficient check-out and check-in of materials to clients and cataloging of new materials using the Family Integrated Result Statistical Tracking (FIRST) system 1.1.2 90%
Provide social service referrals, technical assistance and general information in a professional manner 1.4 100%
Perform inventory 1.5.4 90%
Maintain software library 1.5.5 90%
Monitor computer access and network integrity 1.6.3 100%
Supply information and referral statistics to the AFRC Director 1.7.1 90%

3.0 GOVERNMENT FURNISHED PROPERTY OR SERVICES

N/A

4.0 GENERAL INFORMATION / SECURITY REQUIREMENTS

4.1. HOURS OF WORK AND HOLIDAY

The contractor shall perform the services required under this contract during the following hours: Monday through Friday, 0730 through 1630. Lunch period will be for one hour between the hours of 1100 and 1300. Actual lunch time to be coordinated with A&FRC staff and noted on sign out board. Contractor will work a maximum of 40 hours per week. Vacation time for individuals hired by the contractor shall be as follows: 2 weeks paid vacation after 1 year with a contractor or successor, length of service includes the whole span of continuous service with the present contractor or successor, wherever employed, and with the predecessor contractors in the performance of similar work at the same Federal facility.

The A&FRC will be closed on the following 10 Holidays, which are considered paid holidays per 29 CFR 4.174: New Year's Day, Martin Luther King Jr's Birthday, Washington's Birthday, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran's Day, Thanksgiving Day, and Christmas Day. Down days may be granted by higher headquarters, but these are still required work days for the contractor. Contractor shall submit monthly invoices through Wide Area Work Flow.

4.2. PHYSICAL SECURITY

The contractor shall be responsible for safeguarding all government property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured.

4.3. PASS AND IDENTIFICATION

The contractor shall ensure the pass and identification items required for contract performance are obtained.

4.4. RETRIEVING IDENTIFICATION MEDIA

The contractor shall return all identification media, including vehicle passes, prior to contract expiration or termination of service to Security Forces or the Contracting Officer within 24 hours.

4.5. TRAFFIC LAWS

The contractor shall comply with base traffic regulations.

4.6. WEAPONS FIREARMS AND AMMUNITATION

Contract employees are prohibited from possessing weapons, firearms, or ammunition on themselves or within their contractor-owned vehicle or privately owned vehicle while on Nellis AFB.

4.7. KEY CONTROL

The contractor shall establish and implement methods of making sure all keys issued to the contractor by the Government are not lost or misplaced and are not used by unauthorized persons. The contractor shall not duplicate any keys issued by the government.

4.8. INJURY OR DAMAGE

The contractor will be held liable for injury or damage to government property or persons occurring as a result of negligence or willful act on the part of the contractor.

4.9. QUALIFICATION FACTORS: Contractor shall:

4.9.1. Have a minimum of at least one year of related experience in a human services environment comparable to the A&FRC, or 30 college accredited semester hours, or a combination of education and direct work experience.

4.9.2. Have practical knowledge of human resources, education programs, requirements, and procedures.

4.9.3. Be familiar with using a personal computer and will be familiar with Microsoft computer software applications.

4.9.4 Possess a thorough working knowledge of the worldwide internet web to not only conduct internet research but, assist customers on how to conduct such research.

4.9.5. Acquire a basic understanding of military protocol and rank structure, support group organizations, understanding of family systems in a military setting, ability to communicate, and work effectively with diverse groups.

4.9.6. Be eligible to be certified to use base LAN (Local Area Network). Certification requires at a minimum, that the contractor must be a U.S. citizen, obtain a Network User License and complete a favorable National Agency Background Check (NAC) within ninety (90) days of contract award. Failure to do so will result in the contract being terminated.

4.9.7. The Contractor's FSO (Financial Services Officer) may initiate the processing of NAC by first completing an EPSQ (Electronic Personnel Security Questionnaire). For additional information see http://www.dss.mil/wpsq (index.htm) and to submit the EPSQ electronically to Defense Security Service (DSS) at DSS-OCC (Defense Security Service-Operations Center Columbus).

4.9.8. See DSS website http://www.dss.mil for guidance and information concerning the processing of security clearances.

4.9.9 Speak, write and understand the English language fluently.

4.9.10. Contractor shall dress in appropriate business attire while in performance of contract.

4.9.11. Gain competency of duties within 14 calendar days.

4.10 QUALIFICATION SUBMITTALS

4.10.1. Resume.

4.10.2. References, no less than two.

4.11.3. College transcripts or proof of qualifying work experience.

 
5. APPENDICES

A. Acronyms & Abbreviations List

APPENDIX A
ACRONYMS AND ABBREVIATIONS LIST

Acronym/Abbreviation Definition

AF Air Force

AFB Air Force Base

CFR Code Federal Regulation

CO Contracting Officer

DEPT Department

DOD Department of Defense

FAR Federal Acquisition Regulation

GR Government Representative

OSHA Occupational Safety and Health Act

PBSA Performance Based Service Acquisition

PWS Performance-Based Work Statement

QA Quality Assurance

QAP Quality Assurance Personnel

QCP Quality Control Program

SS Services Summary

USAF United States Air Force