Transition Assistance Program Clerk

Page 1 of 6 PERFORMANCE WORK STATEMENT FOR TRANSITION ASSISTANCE PROGRAM ADMINISTRATIVE ASSISTANT MILITARY & FAMILY READINESS CENTER HILL AFB, UTAH MAY 2026 -- 1 of 6 -- Page 2 of 6 SECTION 1. DESCRIPTION OF SERVICES 1.1. SCOPE OF WORK: This is a non-personal services contract in support of the United States Air Force Military & Family Readiness Center (M&FRC) at Hill Air Force Base, Utah. The contractor shall provide Transition Assistance Program (TAP) data entry, scheduling of TAP courses for all separating/retiring service members, tracking of completion, and front desk customer service functions. This project requires basic knowledge of military family support programming and extensive knowledge, skills, and abilities associated with this performance work statement. All labor and transportation necessary to provide this non-personal service is the responsibility of the contractor. While routine telework is not authorized due to the nature of the position, the Contractor must be capable of executing mission-essential duties remotely in the event of directed base closures, elevated Health Protection Conditions (HPCON), or severe inclement weather, subject to M&FRFC Flight Chief approval. 1.2 PERIOD OF PERFORMANCE: The overall period of performance (PoP) for this contract is five years, which includes one base year and four option years. • Base Year: 1 Sep 2026 – 31 Aug 2027 • Option Year 1: 1 Sep 2027 – 31 Aug 2028 • Option Year 2: 1 Sep 2028 – 31 Aug 2029 • Option Year 3: 1 Sep 2029 – 31 Aug 2030 • Option Year 4: 1 Sep 2030 – 31 Aug 2031 1.3. PLACE OF PERFORMANCE: Military & Family Readiness Center 5837 D Avenue Building 150 Hill AFB, UT 84056 1.4. SPECIAL QUALIFICATIONS: The Contractor’s personnel must possess the following qualifications: • A minimum of six months of administrative, scheduling, or data entry experience, preferably within a military, federal, or equivalent corporate environment. • Proficient in utilizing standard computer programs (Word, Excel, Outlook) to accurately produce and manage professional correspondence, update spreadsheets, and calendar schedules. • Demonstrated ability to produce written products with accurate grammar, spelling, and punctuation in accordance with Air Force writing and formatting standards. • Technical ability to navigate the setup of virtual classroom environments through Microsoft Teams. • A basic understanding of military protocol and Air Force/Department of the Air Force (DAF) terminology. -- 2 of 6 -- Page 3 of 6 • Possess excellent customer service skills and the demonstrated ability to work effectively with a diverse clientele. Personnel must maintain cognizance of military hierarchy and protocol, including military customs and courtesies. • Strong oral and written communication skills, with the ability to convey TAP information clearly and concisely. • As a condition of employment and continued performance the Contractor must successfully pass and maintain a favorable federal background investigation to obtain and retain a Common Access Card (CAC) for unescorted installation and government network access. 1.5. CONTRACTOR SPECIFIC TASKS: All tasks shall be accomplished in accordance with DAFI-36-3009, M&FRC program desk guides, AFFIRST training guides, and all other pertinent Air Force and local command policies and publications. Customer Contact and Scheduling: • Ensure 100% contact is made to service members identified as being within 24-18 months of separation or retirement. The Contractor shall utilize approved M&FRC tracking products to schedule these members for Public Law TAP requirements, providing documentation of contact attempts in AFFIRST. • Serve as the primary scheduler for TAP appointments, executing all entries into the AFFIRST system and the Outlook customer appointment calendar. • Provide continuous telephone coverage during standard operating hours to ensure calls are answered live, minimizing reliance on voicemail. Any voicemails received shall be checked, actioned, or distributed to the appropriate M&FRC staff within 2 hours of receipt. • Maintain continuous monitoring of the TAP organizational inbox, ensuring that all inquiries receive a response or status updated within one business day of receipt. Complex inquiries will be forwarded to the appropriate M&FRC subject matter expert for resolution. • Up channel inappropriate/abnormal customer behavior within two hours of observing. Workshop and Data Management: • Manage the lifecycle of all TAP-related workshops within the AFFIRST and TAP Events systems. This includes the creation of new workshop sessions, performing data updates, and assigning service members to required appointments. • Assemble and maintain an inventory of TAP Tier-specific folders containing the approved materials of the TAP Manager. • Distribute email reminders to registered service members no later than (5) business days prior to their scheduled TAP class or track. • Access the milConnect database to provide service members with a digital or printed copy of their vMET, DD Form 2648, or other TAP related documents upon request. • Ensures the classroom is setup at least 30 minutes prior to start time and include the distribution of appropriate student materials, staging of instructional tools, and verification that all audiovisual or IT assets are functional and ready for use. • Manages the daily issuance and recovery of government-provided computer assets for TAP students. Utilize a standardized tracking log to ensure 100% end-of-day accountability. Any missing, damaged, or unaccounted-for assets must be reported to the M&FRC Flight Chief immediately upon discovery. -- 3 of 6 -- Page 4 of 6 • Verify student attendance twice daily for all TAP workshops-once at the start of the day and again immediately following the scheduled lunch break. Final verified attendance rosters must be recorded in AFFIRST no later than three (3) business days following the con…