Transition Assistance Clerk

Transition Assistance Clerk
Place of Performance: Hill AFB, UT

General Description:

Transition Assistance Clerk 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.

Specific Tasks:

• Provide front-desk reception coverage as requested by the M&FRC Flight Chief. Manage incoming telephone calls, greet all visitors with a high degree of tact and professionalism, and accurately direct customers to the appropriate personnel or office.
• Ensure customers complete the Statement of Understanding (SOU) or other forms as required.
• Accurately documents daily mission-support activities within the AFFIRST system of record in accordance with the Transition and AFFIRST Operation Guides.
• In the event of an Emergency Family Assistance Center (EFAC) activation, you will support EFAC operations by providing reception support during standard duty hours.
• Ensure 100% contact is made to service members identified as being within 24-18 months of separation or retirement. You shall utilize approved Military & Family Readiness Center (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.
• 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.
• 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 conclusion of the workshop.
• In the event of a student’s unexcused absence, you shall initiate notification to the member’s leadership within 60 minutes of the workshop start time or the post-lunch roll call. All notification attempts must be documented as instructed by the TAP manager.
• Organizes TAP-related material inside the classroom in a professional, mission-ready state at all times.
• Maintain strict confidentiality of all individual and family data concerning sensitive, personal, or private information in accordance with the Privacy Act of 1974 and Controlled Unclassified Information (CUI) handling protocols.
• You will be required to complete initial and refresher mission-essential computer based training upon 5 days of reporting for duty. Annual refresher training must be completed to maintain uninterrupted access.
• All records, files, and documents, regardless of media, are the property of the Government and shall remain so upon termination or completion of the contract.

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.
• 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.