Program Management Support. TAP events and services exist to provide members of the Armed Forces with the highest quality services, training, and transition support possible. Staff members are expected to actively seek ways to improve all components of the TAP. The contractor shall: 5.2.1 Provide the current transition services for TAP customers in accordance with AR 600-81. 5.2.2 Establish and analyze program performance standards; current state; customer relations; satisfaction objectives; and prepare factual assessments to improve the program and identify shortcomings, underlying causes, and measures required to mitigate reoccurrence through questionnaires and other feedback. Identify and make recommendations for improvements program-wide to the Government, then implement Government approved changes. This analysis will be due to the COR annually by March 30. 5.2.3 Disseminate Government-accepted changes, updates, regulations, policies, guidance, and implementation instructions for transition services to all contractor support personnel not to exceed 48 hours. 5.2.4 Consolidate, analyze, query and report transition information to DGR. 5.2.5 Update TAP events on virtual and B&M master calendars weekly. 5.2.6 Process all incoming/outgoing mail and correspondence addressed to the TAP location within two business days of receipt. Processing of outgoing distribution(s) shall include preparing, packaging and delivery via the most economical means. Expedited delivery methods to meet time sensitive requirements shall be approved by the COR. 5.2.7 Maintain and update, on a weekly basis, the TAP Bulletin Board, organization Knowledge Management (e.g. SharePoint), websites and other virtual environment platforms (e.g., Facebook), in coordination with the DGR, utilize recent articles from industry magazines and trade associations. Post success stories of active or former TAP clients who transitioned from that center. 5.2.8 Maintain, archive and dispose of automated and paper files for the Government IAW Army Records Information Management System (ARIMS), AR 25 400-2. Examples of documentation include, but are not limited to: the Army’s electronic personnel system (e.g., eMILPO), Loss and Retention Rosters, DD Form 2648 (eForm), Data at Rest (DAR), and Army Partnership for Youth Success Program (PaYS) data. 5.2.9 Provide coordination, planning, administrative and scheduling support to the Government for all TAP events. Participate in meetings to include: the Installation Transition Services Council (TSC) generally held quarterly, deployment and redeployment planning meeting(s), and center staff meetings (generally once weekly). Capture and provide meeting minutes to the DGR within five business days of meeting. If travel is required for meetings, the contractor shall submit a travel request to the appropriate COR. 5.2.10 Provide administrative support to screen and assess the needs of clients during the normal business hours. Scheduled clients shall not wait longer than 15 minutes after their scheduled appointment time to be seen. Walk-in clients without a scheduled appointment shall be assisted within 15 minutes of arrival at the TAP site. Walk-in clients shall not displace scheduled clients for individual counseling except under extenuating circumstances such as in expedited transition. Contractor shall coordinate with the site DGR in the case of extenuating circumstances that may require a scheduled client to be displaced. For Soldiers requiring individual counseling, the scheduled wait time for an appointment shall not exceed ten business days from date of request. The contractor shall answer incoming calls and assist walk-in clients with scheduling and general transition questions. 5.2.11 Provide client support for computer lab/resource center which shall be open during normal working hours. Support shall include opening and closing the lab each day, monitoring clients using the lab, and providing sufficient staff to assist clients. Technical issues with computers, beyond the user-level, shall be reported to the Government representative IAW local policy. 5.2.12 Utilize TAP XXI User Guide (TE 13) for operation of TAP XXI. Review the guide and provide recommended changes to the DGR as needed. 5.2.13 Submit, as part of the Monthly Status Report (MSR) recommended updates for FAQ(s) to the COR and manage and maintain detailed monthly updates describing inquiries and responses to “Ask TAP” Online. 5.2.14 Provide a reminder, via email, to each client and/or their Commander, of the clients’ upcoming event/appointment NLT 3 business days before the event/appointment. Notify the client’s Commander in accordance with installation policy of a no-show for an event/appointment not previously cancelled. 5.2.15 Respond to specialized data calls (approximately 50 total per month) from TAP Program Office at Fort ▇▇▇▇, IMCOM G1/TAP, and Government representatives when needed. 5.2.16 Contractor shall not cancel classes without specific concurrence from the DGR. The contractor shall report (as part of the MSR) the number of classes and events cancelled within 48 hours prior to the start of the class and the reason for cancellation. 5.2.17 Compile the Workshop Events List (including type of event, date, and number of participants), documenting information for the preceding month, and submit the report to the COR NLT the 15th of each month as part of the MSR. 5.2.18 Conduct a synchronization meeting at least weekly with the DGR or local installation proponent for TAP, to ensure the location is meeting the Command’s needs and staying within the requirements outlined in this document. The purpose is to maximize efficiency and eliminate redundancy. 5.2.19 The contractor shall develop, maintain, and execute a training program to ensure that all contractor field personnel maintain currency of skills, level of expertise in subject areas, and qualifications in support of the TAP Program. 5.2.20 Review and update existing Site Management Manual (SMM) (TE 10) for administrative and operational control requirements and provide the first draft to the COR, for Government approval, NLT two weeks after completion of phase-in period. Maintain and utilize the most current version of the SMM thereafter. Review on a semi-annual basis and provide recommended changes for Government concurrence. 5.2.21 Review and provide recommended changes to all Transition related scripts and curriculum from OSD or other DOD sources. Participate in workgroups in support of curriculum development/review, pre-separation scripts/video, and other transition related topics/material.
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Program Management Support. TAP events and services exist to provide members of the Armed Forces with the highest quality services, training, and transition support possible. Staff members are expected to actively seek ways to improve all components of the TAP. The contractor shall:
5.2.1 Provide the current transition services choice-based program for TAP customers in accordance with AR 600-81.
5.2.2 Establish and analyze program performance standards; current state; customer relations; satisfaction objectives; and prepare factual assessments to improve the program and identify shortcomings, underlying causes, and measures required to mitigate reoccurrence through questionnaires and other feedback. Identify and make recommendations for improvements program-wide to the Government, then implement Government approved changes. This analysis will be due to the COR annually by March 30.
5.2.3 Disseminate Government-accepted changes, updates, regulations, policies, guidance, and implementation instructions for transition services to all contractor support personnel not to exceed 48 hourspersonnel.
5.2.4 Consolidate, analyze, query and report transition information to DGR.
5.2.5 Update TAP events on virtual and B&M master calendars weekly.
5.2.6 Process all incoming/outgoing mail and correspondence addressed to the TAP location within two business days of receipt. Processing of outgoing distribution(s) shall include preparing, packaging and delivery via the most economical means. Expedited delivery methods to meet time sensitive requirements shall be approved by the COR.
5.2.7 Maintain and update, on a weekly basis, the TAP Bulletin Board, organization Knowledge Management (e.g. SharePoint), websites and other virtual environment platforms (e.g., Facebook), in coordination with the DGR, utilize recent articles from industry magazines and trade associations. Post success stories of active or former TAP clients who transitioned from that center.
5.2.8 Maintain, archive and dispose of automated and paper files for the Government IAW Army Records Information Management System (ARIMS), AR 25 400-2. Examples of documentation include, but are not limited to: the Army’s electronic personnel system (e.g., eMILPO), Loss and Retention Rosters, DD Form 2648 (eForm), Data at Rest (DAR), and Army Partnership for Youth Success Program (PaYS) data.
5.2.9 Provide coordination, planning, administrative and scheduling support to the Government for all TAP events. Participate in meetings to include: the Installation Transition Services Council (TSC) generally held quarterly, deployment and redeployment planning meeting(s), and center staff meetings (generally once weekly). Capture and provide meeting minutes to the DGR within five business days of meeting. If travel is required for meetings, the contractor shall submit a travel request to the appropriate COR.
5.2.10 Provide administrative support to screen and assess the needs of clients during the normal business hours. Scheduled clients shall not wait longer than 15 minutes after their scheduled appointment time to be seen. Walk-in clients without a scheduled appointment shall be assisted within 15 minutes of arrival at the TAP site. Walk-in clients shall not displace scheduled clients for individual counseling except under extenuating circumstances such as in expedited transition. Contractor shall coordinate with the site DGR in the case of extenuating circumstances that may require a scheduled client to be displaced. For Soldiers requiring individual counseling, the scheduled wait time for an appointment shall not exceed ten business days from date of request. The contractor shall answer incoming calls and assist walk-in clients with scheduling and general transition questions.
5.2.11 Provide client support for computer lab/resource center which shall be open during normal working hours. Support shall include opening and closing the lab each day, monitoring clients using the lab, and providing sufficient staff to assist clients. Technical issues with computers, beyond the user-level, shall be reported to the Government representative IAW local policy.
5.2.12 Utilize TAP XXI User Guide (TE 13) for operation of TAP XXI. Review the guide and provide recommended changes to the DGR as needed.
5.2.13 Submit, as part of the Monthly Status Report (MSR) recommended updates for FAQ(s) to the COR and manage and maintain detailed monthly updates describing inquiries and responses to “Ask TAP” Online.
5.2.14 Provide a reminder, via email, to each client and/or their Commander, of the clients’ upcoming event/appointment NLT 3 business days before the event/appointment. Notify the client’s Commander in accordance with installation policy of a no-show for an event/appointment not previously cancelled.
5.2.15 Respond to specialized data calls (approximately 50 total per month) from TAP Program Office at Fort ▇▇▇▇, IMCOM G1/TAP, and Government representatives when needed.
5.2.16 Contractor shall not cancel classes without specific concurrence from the DGR. The contractor shall report (as part of the MSR) the number of classes and events cancelled within 48 hours prior to the start of the class and the reason for cancellation.
5.2.17 Compile the Workshop Events List (including type of event, date, and number of participants), documenting information for the preceding month, and submit the report to the COR NLT the 15th of each month as part of the MSR.
5.2.18 Conduct a synchronization meeting at least weekly with the DGR or local installation proponent for TAP, to ensure the location is meeting the Command’s needs and staying within the requirements outlined in this document. The purpose is to maximize efficiency and eliminate redundancy.
5.2.19 The contractor shall develop, maintain, and execute a training program to ensure that all contractor field personnel maintain currency of skills, level of expertise in subject areas, and qualifications in support of the TAP Program.
5.2.20 Review and update existing Site Management Manual (SMM) (TE 10) for administrative and operational control requirements and provide the first draft to the COR, for Government approval, NLT two weeks after completion of phase-in period. Maintain and utilize the most current version of the SMM thereafter. Review on a semi-annual basis and provide recommended changes for Government concurrence.
5.2.21 Review and provide recommended changes to all Transition related scripts and curriculum from OSD or other DOD sources. Participate in workgroups in support of curriculum development/review, pre-separation scripts/video, and other transition related topics/material.
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