R--ACS Clerical and Reception Coordinator

This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. STATEMENT OF WORK 1.The purpose of the Clerical and Reception Coordinator is to develop, implement and maintain a client service delivery system involving a client tracking database system and accountable centralized client record file system for all of the programs available under the umbrella of the ACS, in accordance with AR 608-1 and the ACS Accreditation Standards. The Clerical and Reception Coordinator (hereafter referred to as contractor) will provide office automation and clerical support for the internal and external customers ACSC. The customer base includes Soldiers, family members, community groups and professional groups. The programs which will be supported by the contractor are: Mobilization and Deployment, Family Advocacy, Army Family Team Building, Army Family Action Plan, Army Volunteer Corps, Army Emergency Relief, Exceptional Family Member Program, Emergency Placement Care, Relocation Readiness, Financial Readiness, Victim Advocacy, Sexual Assault Prevention & Response, Installation Victim Advocate, Newcomers Information Center, Employment Readiness, Soldier and Family Assistance Center, ( SFAC), AND THE New Parent Education and Support Program Assistance will also be made available to the Military Family Life Consultants assigned within the ACS. 2. Location of services: The contractor will have access to the ACSC, Bldg 07790/07791 and Bldg. 07780 (Texas Strasse), Hainerberg, for the purpose of this contract. During normal duty hours (0800-1700) these facilities will be unlocked or accessible by requesting use of controlled keys. Arrangements for use of the above mentioned facilities after normal duty hours will be the sole responsibility of the contractor. If other than the above-mentioned facilities are required, the contractor will be responsible for making all arrangements in advance. 3. Hours: Services of this contract shall be provided within the USAG- Wiesbaden Army Community Service Center (ASCS), during the hours of 0800-1700 hours, Monday through Friday. The contractor shall not perform services on legal American holidays. The legal American holidays are those recognized by the Federal Civil Service calendar. Services will be requires on German holidays and USAREUR/IMCOM-E training holidays. 4. Contractor shall provide the following specific tasks: a. On a daily basis, contractor will assist in providing front desk reception assistance, which includes receiving telephonic and /or in person customer contacts. Contractor shall compile statistics documenting both the extended contacts and single contacts for all clients who come into ACS for assistance and services, provided by all ACS programs. Statistics are to be provides to the ASC Division Chief NLT COB each duty day for entry into the ACS management report. Based upon the expressed needs of the customer, contractor will ensure individuals are promptly referred to the appropriate program managers/ staff for requested assistance. b. On a daily basis, contractor will perform a variety of clerical, automation and typing duties in support of the varied administrative and management functions of the numerous Army Community Service Center programs. The programs being supported include: Mobilization and Deployment, Family Advocacy, Army Family Team Building, Army Family Action Plan, Army Volunteer Corps, Army Emergency Relief, Exceptional Family Member Program, Emergency Placement Care (foster care), Relocation Readiness, Financial Readiness, Victim Advocacy, Sexual Assault Prevention & Response, Installation Victim Advocate, Newcomers Information Center, Employment Readiness, Soldier and Family Assistance Center, ( SFAC), and the New Parent Education and Support Program Assistance . Contractor will be required to utilize office automation software, technical materials, maintain electronic records, and transmit or receive electronic mail. c. On daily basis contractor will initiate a DA Form 5897 (ACS Client Service Record) and /or DA Form 5897 Supplemental Form, for every client/ customer arriving and presenting for services to the ACSC. Contractor shall identify if client/ customer is requesting a single contact service or requires an appointment for an external service in accordance with AR 608-1 and ACS Accreditation standards. Contractor shall utilize the Client Tracking Service (CTS) to input, maintain and collect data for all ACS programs. d. On daily basis, contractor will initiate a six-sided (6) client folder for every extended contact. Folders will then be labeled in accordance with AR25-400-2, the Army records/files system, AR 608-1 and ACS Accreditation standards. e. Contractor will develop an internal staff appointment register, which reflects daily scheduled appointments for each program manager. A copy of scheduled appointments will be provided to the ACS Division Chief, and one copy posted at the front desk. Prior to the end of each duty day, contractor will pull the client records for the appointment scheduled the following day. Each morning, the contractor will then give the files to the respective program manager at the beginning of their duty day. This process enables the contractor to monitor access to files is by authorized personnel day. f. Develop a calendar/system for all daily scheduling and key sign out/in for both the ACS classrooms (Room# 22 and Room#23), and the ACS Cafeteria to ensure access and availability is limited to authorized personnel and to prevent over scheduling/over booking of these facilities. g. On a daily basis, assist ACS clients who desire to sign up for scheduled classes, workshops or training. Clients may request to be signed up in person, telephonically, via the website, ot through e-mails. h. On a monthly basis, contractor will prepare a minimum of thirty (30) business cards for each staff member and maintain a supply of business cards at the front desk, to be available for clients on an as needed basis. i. On a daily basis, contractor will establish and maintain a log to be utilized in receiving, processing and tracking all DD Form 844, request for Xeroxing or duplication of materials in excess of twenty of twenty-five (25) copies, required by the ACS staff. Contractor will ensure the request is forwarded to the Defense Automation Service (DAPS), either in person or electronically when possible. Contractor shall be responsible for ordering and transporting reproduced materials to/from the reproduction facilities. This service also includes maintaining the statistics for the Xerox utilization report, and provides data to the ACS Division Chief on a monthly basis. j. On a daily basis, contractor will manage and maintain the Community Coupon Club in accordance with the ACS SOP. This will entail receiving donations of coupons, sorting coupons into the appropriate categories, registering participants through the centralized intake system of the DA Form 5987, and recording attendance data for the monthly ACS management report. Statistics are to be provided directly to the Information, Referral and Follow up Program Manager for entry into the ACS management report. k. On a daily basis, contractor shall contact delinquent Lending Closet patrons each Tuesday to attempt to retrieve borrowed items. Each contact will be annotated in red ink on the clients lending closet receipt. Notation will include the date of contact, form of contact (email, or phone call), extended request for the items, the contractors signature and any additional information deemed appropriate. Contacted clients will be given no more than one week extension to return lending closet items. Extensions requested which go beyond the one week period must receive prior approval of the Relocation Readiness Program Manager for concurrence. m. On a weekly basis, NLT than each Thursday, contractor shall initiate the second phase of accountability procedures when Lending Closet items are overdue. This phase requires contractor to mail a pre-approved letter to the individual documenting a two (2) week period in which to return Lending Closet items. If no response within two (2) weeks from the date of the letter to the client, a letter will be mailed to the clients commander or supervisor. n. On a weekly basis, NLT each Friday, prepare overdue lending closet which are to be mailed to the Commander or Supervisor of the delinquent sponsor. Letters will be signed by the Relocation Readiness Program Manager and the ACS Division Chief. After letters are signed, contractor will send letters through appropriate channels and monitor the process. o. On a weekly basis, contractor shall assist the Relocation Readiness Program Manager to set up lending closet kits which are pre assembled for 2,4, and 6 person families. Contractor shall maintain a neat and orderly work is and Lending Closet storage room at all times. Lending Closet items will be inspected upon receipt for cleanliness and accountability. No item will be received unclean to include microwaves, vacuums, coffee pots, irons and toasters. Patrons will be asked to utilize the ACS kitchen are to clean items when returned unclean. p. On a monthly basis, contractor shall prepare a minimum of seventy-five (75) USAG Wiesbaden Welcome Packets and maintain an inventory of a least thirty (30) completed packets are available at all times. An inventory of ten (10) Welcome Packets will be maintained at the Information and Referral Desk at all times. q. Contractor shall maintain an inventory of Welcome Packet insert material of no less than fifty (50) copies each document shall ensure materials are reproduced/ procured as necessary. Reproduction will be accomplished per instructions of the Relocation Readiness Program Manager. r. On a daily basis, contractor will serve as the ACS point of contact regarding assigned tasks. This duty includes receiving the task and monitoring compliance IAW suspense dates assigned. Upon completion of task, contractor will ensure the return agency confirms receipt of the completed task. s. On a weekly basis, contractor will add, delete, update or change the information displayed on the electronic marquee located in the ACS lobby. Information to complete this service will be obtained for all ACS program managers during weekly staff call on Thursdays. t. On a daily basis, contractor will prepare and submit work orders for services required through the installation DPW, for all ACS program managers during weekly staff call on Thursdays. 6. Contractor shall accomplish the following in conjunction with the services in this contract: a. Contractor shall maintain signup sheets for all ACS classes/ workshops within ACS and provide copies to the appropriate program managers. b. Contractor shall provide statistics to the POC and ACS Division Chief NLT the 25th day of each month. Reports should include the number of walk- in clients and telephone calls for the month. c. Telephone control logs showing the number of calls made and received will be submitted to the POC and ACS Division Chief by the 25th day of each month. Telephone reports will be required as long as ACS statistics require contact numbers. e. The contractor shall meet with the POC at a minimum of once per month to discuss program statistics, program needs, and progress. This will take a maximum of one (1) hour per meeting. f. In accordance with ACS procedures, the Contractor shall be responsible for maintaining records and files incident to the services provided by this contract. Files must be maintained in a secured area, be in compliance with the AR 25-400-2, and remain property of the US Government.