The Contractor is responsible for providing direct end-user support for the applications being supported, including both telephone support and on-site assistance..

+ Receives telephone calls and visitors to the office. Controls access to the office and ensures that only visitors properly cleared are authorized entry.
+ Notifies staff members of visitors or incoming telephone calls. Takes messages from, and gives messages to visitors when staff members are unavailable.
+ Handles citizen complaints over the telephone and in person. Directs caller or visitor to proper agency and provides citizen complaint form.

+ • Responds to inquiries, providing general information regarding office programs. Advises caller or visitor to contact the appropriate Federal, State or local agencies concerning matters outside the USAO’s purview and furnishes the needed address or telephone number when available.

+ Receives legal documents (e.g., Civil Rights complaints) and...