Pre-Advertisement for DOA-Contract Personnel Credentialing Office Support

Scope of Work to Support Credentialing Office

Contract Personnel - Credentialing Office Support (49 CFR Part 1542 Fingerprinting Requirements)

Purpose

This Scope of Work outlines the responsibilities, duties, and performance requirements for Contract Personnel assigned to support the Credentialing Office in fulfilling obligations under 49 CFR Part 1520 and 1542, including fingerprinting, identity verification, credential processing, and Trusted Agent functions. Contract personnel will augment Credentialing Office staff to ensure regulatory compliance, adequate staffing levels, and efficient customer service.

Background

The Credentialing Office is responsible for processing fingerprint-based Criminal History Records Checks (CHRC), Security Threat Assessments (STA), identity verification, and airport badge issuance in accordance with TSA regulations and the Airport Security Program (ASP). Due to increasing operational demand, contract personnel are required to assist with daily workflow and maintain compliance with federal, state, city and airport security regulatory requirements and procedures.

Scope of Services

3.1 General Responsibilities

Contract Security Guard Personnel shall:

Support the Credentialing Office's daily operations and workflow.

Perform fingerprinting and biographic data collection consistent with 49 CFR Part 1542.209.

Validate identity and work authorization documents.

Become designated Trusted Agents, as mandated by the Airport Security Program.

Ensure proper protection and handling of Secure Personally Identifiable Information (PII) and Sensitive Security Information (SSI) consistent with 49 CFR Part 1520.

Provide administrative and customer service support.

Specific Duties

4.1 Fingerprinting Support

Conduct fingerprint capture using TSA-approved biometric systems.

Verify applicant identity documentation prior to fingerprinting.

Assist applicants through the CHRC and STA intake process.

Report any equipment issues or operational concerns.

4.2 Identity Verification & Work Authorization Contract personnel shall:

Validate identity documents to confirm identity authenticity and ensure they meet TSA/ASP requirements.

Validate work authorization in the United States of America when required for credential issuance.

Identify and report fraudulent, altered, or suspicious documents.

Maintain proper control and chain-of-custody of all documents reviewed.

4.3 Data Entry & System Responsibilities

Enter biometric, biographic, and application data into the Credentialing Badging System (CBS).

Upload, review, verify badge applications and supporting documentation.

Ensure accurate, timely, and complete data entry to prevent delays in STA/CHRC processing.

Maintain secure system access in accordance with Trusted Agent responsibilities.

4.4 Customer Service & Administrative Support

Manage applicant check-in, queue flow, and scheduling coordination.

Provide customer guidance on documentation requirements and credentialing procedures.

Assist with badge printing, distribution, and lifecycle management.

Support day-to-day administrative operations assigned.

Trusted Agent Requirement

All contract personnel assigned to the Credentialing Office shall:

Become formally designated Trusted Agents, as required by the Airport Security Program.

Complete all Trusted Agent training prior to conducting independent duties.

Follow all ASP protocols regarding identity verification, documentation handling, and secure data management.

Adhere to all audit, reporting, and compliance requirements associated with Trusted Agent responsibilities.

Performance Benchmarks and Assessment Methodology

Contract personnel must be able to:

Process a minimum of 29 applicants during an 8-hour shift while maintaining a high level of accuracy, completeness, and compliance; errors shall be monitored and scored in accordance with the Credentialing Error-Tracking Point System.

Demonstrate proficiency in:

Identity and document verification

Fingerprinting accuracy and proper procedure

Data entry with high degree of accuracy requiring minimal corrections

Customer service and applicant flow management

Adherence to TSA, 49 CFR 1542, ASP standards, and all applicable City and Department security procedures.

6.1 Assessment Methodology

Performance will be assessed using a combination of quantitative production measures, quality control reviews, customer satisfaction ratings, supervisory observation, and compliance auditing. The Credentialing Office may use badge office system reports, transaction logs, appointment counts, queue records, error correction logs, audit results, and direct observation to evaluate performance.

At a minimum, regular assessments shall measure:

Throughput and Workload Metrics/Productivity

Used to evaluate how much work the contract personnel complete during a given period. Number of applicants processed per shift, number of completed services/transactions, average processing time, number of applicants processed by transaction type, volume processed compared to the required benchmarks, active service time, system login and logout time, scheduled breaks, and other periods of availability or unavailability, to assess overall productivity and throughput.

Accuracy/Quality Controls

Checks used to verify that the work was done correctly, not just quickly. Number and type of errors, rework, corrections, incomplete transactions, data entry mistakes, document verification mistakes, fingerprint capture failures attributable to employee handling, and badge issuance discrepancies. Any critical error constitutes failure to meet the benchmark for the review period.

Critical/security/regulatory errors: 3 points

Non-critical clerical or administrative errors: 1-2 points

Points will expire on a four-month rolling basis. This means each error point will be removed from the employee's record after four months and will no longer count toward their total. Any points that have not yet expired will continue to accumulate and will be combined with any new errors incurred.

**Errors not listed on the 3M Rubric are still subject to a point deduction, based on their nature and similarity to listed errors.

Minor Infractions Examples (1 Point Each)

Each Incorrect DOB, Select Inactive Company Profile, Name Misspelled, Reversed Name, Name on ID's do not match, Not capturing the correct paperwork at time of service, Accepted application with missing version number in footer, Alias not entered Incorrect, Data Entry Selecting wrong/invalid company, Badge details in TSC (pending badge), Not adding Full Names on ID's (missing or impartial names), Provided customer with wrong Airport ID number, Incorrect Gender/Sex inputted, Adding two consecutive special characters to customer names in TSC, and etc.

Moderate Infractions (2 Points Each)

Each CHRC # input incorrectly or missing, When enrolling airline or federal and not updating CHRC to other SON and sending clearance, No ID's scanned in, Agent re-printing same badge without renewing, Not voiding receipt for incomplete service, Not adding Pending Badges in TSC during Fingerprinting service when STA is still in system, Email not input/misspelled into TSC, IET account not created, Badging someone with/without the proper designation, Badge issued when training is out of compliance/incomplete (SIDA & Driving), Application not initial and signed by customer, Upload wrong ID's to another, Customer's profile Accepted & Uploaded expired ID's, Accepted application without correct, Signatory Signature or date missing, Capturing Fingerprints for Federal, Airlines employees, Uploaded Expired/Invalid ID Documents, Incorrect entry of VISA and expiration date, Process badge with incorrect Expiration, Issued badge from Public/Non-Sida to Sida without Active Rapback Subscription, Listed documents under the wrong ID Type in TSC, etc.

Major Infractions Examples (3 Points Each)

Incorrect COB/COC, Incorrect SSN, Incorrect Alien Registration #, Issue Badge without Clearance (STA CHRC, BORN), Issue Access Level incorrectly (Non-SIDA/SIDA), Issue a badge to wrong company, Not capturing Fingerprints during service, Incorrect funds added to company account, Lost check/money order, Agent override/deletes company profile or cardholder in Lenel, Agent failed to return badge in Lenel after collection, Modify/Change/Removed a Lenel company profiles, etc.

Compliance

Adherence to federal TSA requirements under 49 CFR Part 1542, ASP requirements, badging office SOPs, chain-of-custody requirements, PII handling requirements, and all other applicable security procedures.

Customer Service/Workflow Management

Professionalism, queue management, applicant instructions, responsiveness, and ability to maintain efficient applicant flow without compromising security or accuracy. Customer satisfaction ratings

Attendance and Readiness

Timeliness, preparedness to perform assigned duties, and ability to remain productive throughout the assigned shift.

Frequency of Assessment

Performance shall be assessed on the following basis:

Daily Monitoring

Productivity and accuracy metrics shall be tracked each shift through operational reports and/or supervisor review.

Weekly Review

The Contractor's on-site supervisor or designated manager shall review each employee's weekly throughput, quality trends, and compliance issues.

Monthly Formal Assessment

The Credentialing Office shall conduct a formal monthly performance assessment for contract personnel, which may include review of productivity averages, quality metrics, customer service observations, and compliance findings.

Ad Hoc Review

The Credentialing Office may conduct additional reviews at any time in response to audit findings, customer complaints, security concerns, recurring errors, or operational disruptions.

Throughput Standard and Measurement Conditions

The minimum productivity benchmark of twenty-nine (29) applicants per eight (8) hour shift shall be measured only during periods in which the employee is assigned to active applicant-processing duties and the badging office is operationally capable of supporting normal transaction volume.

Throughput measurements shall exclude, to the extent documented, periods of reduced production caused by factors outside the contract employee's control, including but not limited to:

System outages, network interruptions, or equipment malfunctions

Fingerprint machine, camera, printer, or badge stock failures

Delays caused by applicant no-shows, incomplete documents, or sponsor-related issues

Mandatory training, meetings, audits, or administrative tasks assigned by the Credentialing Office

Temporary reassignment, supervisor-directed non-processing duties, or coverage duties

Security incidents, evacuations, or operational disruptions

Reduced applicant volume or appointment availability

When such conditions occur, the Credentialing Office may prorate or suspend the throughput benchmark for the affected period, provided the Contractor documents the operational constraint and the employee remained available and productive.

Performance Rating Thresholds

For regular assessment purposes, performance may be rated as follows:

Meets Standard: Employee meets the required productivity benchmark, maintains acceptable accuracy, and complies with all applicable procedures.

Needs Improvement: Employee falls below one or more standards, but deficiencies are correctable through coaching, retraining, or closer supervision.

Unsatisfactory: Employee demonstrates repeated productivity failures, recurring errors, noncompliance with procedures, or conduct that materially affects security, service delivery, or operational performance.

6.5 Corrective Action and Contractual Consequences

If a contract employee fails to meet the required performance standards for reasons within the Contractor's or employee's control, the following corrective action process may be applied:

First & Second Occurrence / Verbal Counseling

Credentialing may require documented coaching or retraining and a written performance improvement plan.

Second Occurrence / Written Reprimand

If deficiencies continue, Credentialing may issue a written cure notice to the Contractor describing the deficiency, required corrective action, and a cure period of not less than five (5) business days, or such other reasonable period stated in the contract.

Continued Nonperformance

If the deficiency is not cured within the specified cure period, Credentialing may require replacement of the employee, disallow billing for demonstrably unproductive hours attributable to the uncured deficiency, or pursue other remedies available under the contract.

Material or Repeated Breach

Repeated failure to provide qualified personnel, repeated uncured performance deficiencies, or serious compliance failures may constitute grounds for removal of assigned personnel, contract damages if otherwise authorized by the agreement, or termination for cause in accordance with the contract terms.

Liquidated damages, invoice deductions, or disallowance of billed hours shall apply only to documented and repeated failures to meet performance standards that are within the Contractor's control and remain uncured after written notice and opportunity to cure; no such remedy shall apply where the shortfall results from City-caused delay, low applicant volume, system or equipment failure, or other excusable conditions beyond the Contractor's control.

6.6 No Penalty for Excusable Nonperformance

No cure notice, invoice deduction, withholding, or other contractual remedy shall be imposed solely because the twenty-nine (29) applicant benchmark was not achieved where the shortfall was primarily caused by factors outside the Contractor's or contract employee's reasonable control, provided that:

the Contractor timely documents the cause of the shortfall;

the employee otherwise performed assigned duties competently and in good faith; and

the Contractor took reasonable steps to mitigate the impact of the operational condition.

In such cases, Credentialing may still review performance for quality, compliance, attendance, professionalism, and reasonable productivity under the circumstances, but the missed quota alone shall not constitute default.

Priority of Security and Accuracy Over Volume

Under no circumstance shall the throughput benchmark be interpreted to require contract personnel to sacrifice security compliance, identity verification standards, document review requirements, fingerprinting quality, or badge issuance accuracy in order to meet volume targets. Security, regulatory compliance, and accuracy shall take precedence over speed.

Since federal security compliance demands 100% accuracy the employee benchmark has two tiers.

Critical Compliance Errors: 0 allowed (Critical/security/regulatory errors: 0% error tolerance)

Non-critical administrative errors: small allowable threshold (Non-critical clerical or administrative errors: no more than 1% to 2% of transactions, or a point-based limit per review period.

Staffing & Training Requirements

The Contractor shall provide qualified personnel capable of performing badging office support services in a high-volume, security-sensitive, customer-facing environment. All personnel assigned under this Contract shall meet the minimum qualifications, training, and performance readiness requirements set forth below.

Contractor shall provide qualified personnel with the education, experience, and skills necessary to perform airport badging office support services in a security-sensitive, customer-facing environment.

Contract personnel shall complete all City, Department of Aviation, and Credentialing required orientation, procedural, system, compliance, security, and privacy training before performing duties independently.

Contract personnel shall all be trained in TSA requirements, 49 CFR Part 1542, ASP requirements, identity and document verification, fingerprinting procedures, data entry standards, customer service, and PII protection.

Credentialing shall maintain training records.

Credentialing shall provide refresher and remedial training as required by operational need, performance findings, procedural changes, or audit results.

Contractor shall maintain sufficient trained staffing to ensure uninterrupted coverage and shall promptly replace personnel who are unqualified, noncompliant, or unable to meet performance requirements.

No contractor employee shall perform independent duties until all required training has been completed and documented to the City's satisfaction.

7.1 Training Milestones and Mobilization Ramp-Up

The Credentialing Office, shall establish, administer, and determine completion of all training, orientation, procedural instruction, and operational readiness requirements applicable to Contractor personnel assigned to credentialing office operations, and the Contractor shall ensure that all assigned personnel timely attend, complete, and comply with such requirements as a condition of assignment and continued performance under this Contract. The Contractor shall implement a phased mobilization and staffing plan for all newly assigned personnel. The Credentialing Office shall establish and provide the required training, orientation, procedural instruction, and readiness criteria for personnel assigned to operations. No employee shall be required to meet full independent production benchmarks until the applicable training and transition milestones established by the Credentialing Office have been completed to satisfaction.

Mobilization Period: Within the mobilization period established by the City, the Contractor shall provide qualified personnel, submit all required personnel information, satisfy applicable pre-assignment and security-access prerequisites, and coordinate employee availability for training and deployment.

Training Requirements: Contractor personnel shall complete all training and orientation required by the Credentialing Office before performing duties independently. Such training may include, but is not limited to, badging office procedures, identity and document verification, fingerprinting and biometric enrollment procedures, data entry standards, customer service protocols, badge and access control workflows, protection of personally identifiable information, and compliance with TSA requirements, 49 CFR Part 1542, the Airport Security Program, and applicable City procedures.

Supervised Transition Period: Following completion of initial training, Contractor personnel may be assigned to a supervised transition period during which duties are performed under the direction of the Credentialing Office or its designee. During this period, Credentialing may evaluate employee accuracy, procedural compliance, customer service, and operational readiness before authorizing independent performance.

Ramp-Up Period: Credentialing may apply a phased ramp-up period for newly assigned personnel following completion of required training. During the ramp-up period, performance expectations may be progressively increased until the employee demonstrates readiness to perform at the full required productivity, quality, compliance, and customer service standards.

Readiness Determination: The Credentialing Office shall determine whether Contractor personnel have satisfactorily completed all required training and have demonstrated sufficient readiness for independent assignment. No Contractor personnel shall be permitted to perform duties independently unless and until the Credentialing Office has made such determination. Readiness shall be determined based upon successful completion of all required training and the Credentialing Office's evaluation of the employee's accuracy, procedural compliance, operational proficiency, and ability to perform assigned duties independently.

Full Performance Expectation: Unless otherwise approved by Credentialing, Contractor personnel shall be expected to meet applicable performance benchmarks within sixty (60) calendar days after assignment, subject to completion of required training and any approved ramp-up period.

Responsibility for Attendance and Compliance: The Contractor shall be responsible for ensuring that assigned personnel report for all required training, remain current on all required instruction, and comply with all procedural and operational directives issued by the Credentialing Office.

Additional and Remedial Training: Credentialing may require Contractor personnel to attend refresher, supplemental, or remedial training based on operational need, procedural changes, audit findings, compliance deficiencies, or performance concerns. The Contractor shall ensure employee attendance and compliance with all such training requirements.

Effect of Training Period on Performance Measurement: Contractor personnel shall not be deemed noncompliant with full production benchmarks during the period in which they are completing required training or an approved supervised ramp-up period, provided the personnel are attending required training, performing assigned duties as directed, and making reasonable progress toward operational readiness.

14 CFR Part 1542 (CHRC, STA, and access control requirements)

ASP policies and Trusted Agent responsibilities

Biometric fingerprinting procedures

Document verification protocols

SSI/PII protection practices

Customer service standards

Personnel may not work independently until fully trained and assessed for competency.

Personnel Qualifications

Personnel must:

Obtain and maintain an airport-issued ID badge with required access levels.

Successfully pass all required background checks (CHRC, STA).

Maintain professionalism, reliability, and compliance with all security standards.

Demonstrate strong customer service and communication skills.

Government/Client-Furnished Resources

The Credentialing Office will provide:

Workstations, biometric systems, and required hardware

Training materials and SOPs

Secure system access credentials

Workspace, supplies, and tools to perform assigned duties

Deliverables

Fully trained and certified Trusted Agent personnel

Daily operational support in fingerprinting, identity verification, and data entry

Accurate and timely processing in compliance with CFR 1542 and the ASP

Immediate reporting of security issues, documentation irregularities, or operational concerns

Period of Performance

The period of performance will be defined in the contract and may include optional renewal periods based on performance and operational needs. Contract Security Personnel must be able to process at minimum 29 applicants per day with minimum errors.

ROM (if Office is closed for a City Observed Holiday, the Contract Personnel will be paid for the City Observed Holiday. Due to being considered essential, early releases will be at the discretion of the Director of Public Safety and Security or designee on a case-by-case scenario.

Complete the cost proposal below: