NOAA Fisheries Office of Law Enforcement Fisheries Call Center Operation Services

Background
The National Oceanic and Atmospheric Administration (NOAA) Western Acquisition Division (WAD), on behalf of the National Marine Fisheries Service (NMFS), Office of Law Enforcement (OLE), is preparing for an upcoming procurement to support the Alaska Enforcement Division (AKD).

The goal is to operate a call center that provides timely, confidential, and efficient processing and dissemination of critical fisheries data. This initiative is crucial for managing the commercial halibut and sablefish fisheries in Alaska, which have been regulated under various programs since 1995. The call center will serve as a primary point of contact for participants in these fisheries, ensuring compliance with federal regulations and facilitating communication between harvesters and law enforcement agencies.

Work Details
The contractor shall provide services including:
- Key-entering and verifying all data received.
- Following existing procedures, guidelines, and regulations to ensure data quality.
- Meeting established processing schedules.
- Maintaining files of all input documents as required by local procedures.
- Requesting priority assignments from the AKD COR when workloads are excessive.
- Informing the AKD COR of any machine malfunctions.

Specific tasks include:
1. Receive and process IFQ Prior Notices of Landings (PNOLs) via telephone, email, or fax from IFQ Registered Buyers or vessel operators; confirm PNOL information and enter it into a database immediately upon receipt; troubleshoot issues as necessary; issue confirmation numbers upon completion of PNOL entries; respond to violations detected by the database; maintain filing systems for PNOLs; generate reports as requested by AKD.
2. Process Manual Landing Reports (MLRs) during electronic reporting failures; coordinate waivers for regulatory requirements; review MLRs for completeness; respond to violations; maintain filing systems for MLRs; generate reports as requested by AKD.
3. Provide customer support for eLandings users encountering problems with NOAA Fisheries’ online systems.

Place of Performance
The contract will be performed in Alaska, specifically supporting the Alaska Enforcement Division.