Contact Representative (Service Representative) USa Jobs

Job Title:Contact Representative (Service Representative)

Agency:Social Security Administration

Job Announcement Number:SA818367

SALARY RANGE:	$46,745.00 to $60,765.00 / Per Year
OPEN PERIOD:	Tuesday, January 08, 2013 to Thursday, January 10, 2013
SERIES & GRADE:	GS-0962-08
POSITION INFORMATION:	Part Time 16 hours - ICTAP eligibles only NTE 1 YEAR WNBP
PROMOTION POTENTIAL: 8
DUTY LOCATIONS:	1 vacancy in the following location: Camp Springs, MD United StatesView Map
WHO MAY APPLY:	Qualified ICTAP Eligibles Only

JOB SUMMARY:

Do you have a desire to

• help SSA manage its Social Security programs
• analyze and solve problems?
• help and advise millions of retired and disabled individuals?
• work on a team to make a difference in people's lives and your own?

Join SSA, one of the top 10 Best Places to Work in the Federal Government!

APPLICATIONS WILL ONLY BE ACCEPTED FROM those eligible for the Interagency Career Transition Assistance Program (ICTAP) in the Camp Springs, MD United States 1 vacancy
commute area.
Additional selections may be made for this vacancy within six months from the closing date of this announcement.
LOCATION:  Social Security Administration, Area 3 Camp Springs, MD, 6110 Allentown Road, Suitland, MD  20746. 
TYPE OF POSITION:  This position is being filled on a Part-time basis (16 hours per week), temporary nte one year, may be extended, will not become permanent.
PROMOTION POTENTIAL:  This is not a career ladder position; GS-8 is the full performance level.

KEY REQUIREMENTS



• Proof of ICTAP eligibility required.
• Must pass a meet and deal panel interview.
• All qualification requirements must be met by the closing date.
• Selective Service registration required for male applicants unless exempt.
• Background and/or Security Investigation required.
• U.S. Citizenship is required.

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DUTIES:

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Contact Representatives (Service Representatives) provide assistance to the public by answering a wide variety of questions by interviewing the individual, investigating the situation and resolving the problem. The Contact Representative requires comprehensive knowledge of SSA programs, as well as related Federal and State programs. The Contact Representative will need skills in independent analysis and problem solving using policies, procedures, laws and regulations.

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QUALIFICATIONS REQUIRED:

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For GS-8: 52 weeks of specialized experience equivalent to the GS-7 level. Specialized experience is experience which has equipped the applicant with the knowledge, skills, and abilities to successfully perform the duties of this position (refer to description of duties above). Examples of specialized experience include experience independently performing all or most of the following tasks:

1. Interpreting complex laws, regulations and written guidelines (e.g., Federal, State or County laws);
2. Communicating orally, with a large volume of people from different socioeconomic backgrounds in order to resolve problems and provide advice/guidance about program policies, benefits, etc.;
3. Performing administrative and clerical processes using a computer to reconcile discrepancies; and
4. Writing correspondence in response to complex inquiries for technical information and preparing a variety of other types of written work products.

 Note: Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12-month period you will be credited with 6 months of experience).

Substitution of education for experience will be made in accordance with the OPM Operating Manual, Qualification Standards for General Schedule Positions.   For information on substituting education for experience, visit http://www.opm.gov/qualifications/standards/group-stds/gs-cler.asp
SELECTIVE PLACEMENT FACTOR:
MEET AND DEAL PANEL INTERVIEW - Applicants will be required to participate in a panel interview (after basic eligibility determination) to demonstrate an aptitude for meeting and dealing with the public. Applicants must pass this interview process in order to be found fully qualified for this position and receive further consideration for selection. This interview will cover typical situations, which might be encountered on the job, in person or over the telephone. Applicants must demonstrate qualities such as clarity of speech, ability to listen, ability to establish confidence and put others at ease and the ability to organize and express thoughts clearly. If you do not pass the Meet and Deal panel interview, you will not qualify for the job.

HOW YOU WILL BE EVALUATED:

EVALUATION CRITERIA:  The evaluation you receive is based on your responses to the questionnaire.  Your resume and supporting documentation will be compared to your responses to the occupational questionnaire, which is designed to capture the desired competencies for this position. These competencies include oral and written communication, problem solving, and planning and organization.   Please ensure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. The questionnaire takes approximately 15 minutes to complete. To preview the questions, click the following link: View Assessment Questions

Your application will be evaluated under the Category Rating method, based on your responses to the Assessment Questions. If you meet the basic requirements for the position, your application will be evaluated and placed into one of three categories:
1 - Qualified Category - Candidates who meet the Minimum Qualification Requirements.
2 - Well Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a satisfactory level of the knowledge, skills, and abilities necessary to perform the duties of the position.
3 - Best Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a high level of the knowledge, skills, and abilities necessary to perform the duties of the position.
Candidates eligible for veterans' preference will be placed ahead of other candidates in the appropriate category for which they have been rated. Additionally, preference eligibles who have a compensable service-connected disability of at least 10 percent and who meet the Minimum Qualification Requirements will automatically be placed in the Best Qualified Category.

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BENEFITS:

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Social Security offers a comprehensive benefits program that you can customize for your individual medical and financial needs. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help you balance life with Social Security to life outside of work. Please review the Office of Personnel site for additional information about the many benefits of your career with Social Security.

OTHER INFORMATION:

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HOW TO APPLY:

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To apply for this position, you must provide a complete Application Package which includes:
1. Your Résumé
2. The Occupational Questionnaire
3. Additional Required Documents - submission of any supporting documentation such as a DD-214, Veterans' Administration letter, or educational transcripts.  Please see the Required Documents section below for details concerning specific documentation requirements for ICTAP eligible applicants. 

The complete Application Package must be submitted before midnight (EST) on Thursday, January 10, 2013

To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the occupational questionnaire. Please ensure you click the Submit My Answers button at the end of the process.

To fax supporting documents you are unable to upload, complete the United States Government Application Cover Page using the following Vacancy ID: 818367. Fax your documents to 1-478-757-3144.

Note: To check the status of your application or return to a previous or incomplete application, log into your USAJOBS account, select Application Status, and click on the more information link under the application status for this position.

If you cannot apply online:
1. View and print the occupational questionnaire: View Occupational Questionnaire, and
2. Print this 1203FX Form C to provide your response to the questionnaire and
3. Fax the completed 1203FX form and supporting documents to 1-478-757-3144.

Due to our security procedures, our office will not accept any applications submitted via email or standard mail. The email address is listed only for inquiries about the position or the How to Apply process.

Electronic applications (entire application package) must be completely received by midnight Eastern Standard Time on the closing date of the announcement.

Due to our security procedures, we will not accept any applications submitted via email.  Applications received in this manner will be considered ineligible.  Email addresses are listed only for inquiries about the position or the How to Apply process. In order to be considered, applicants must follow either the Apply Online process described above or one of the Alternate Application Methods described below. Alternate Application Methods
You must complete all three of the application steps described above in order to be considered.  You are encouraged to complete all three steps online since it is the most efficient way to process your application.  If you are unable to complete an application step online, you may submit a hardcopy document via fax.
Each fax must have a United States Government Application Cover Page.  All items on the cover page must be completed, including the VIN: 818367.  One cover page may be used for multiple documents.  Documents with completed cover pages may be faxed to the following number: 1-478-757-3144.  Faxed documents must be received by midnight Eastern Standard Time on the closing date of the announcement.  If you are unable to submit an application via the Internet or fax, you may contact the following person for assistance:

Valerie Alston
(215)597-1919
VALERIE.ALSTON@SSA.GOV

 

 

REQUIRED DOCUMENTS:

The following sections provide information on supporting documentation that must be submitted to claim certain types of preference or qualify on the basis of education.  Please see the How to Apply section above for information on the application process.
INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP):  ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement. Candidates must also provide:

• proof of eligibility with your application. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); and
• proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.

For more information visit http://www.opm.gov/rif/employee_guides/career_transition.asp. Note:  ICTAP eligibles  will be considered well-qualified if they have received an eligibility of 80 or higher (excluding points for veteran's preference) for this position.

PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts with the course title, number of credits, grade, and date of completion. To qualify, the degree must be from an accredited college or university recognized by the U.S. Department of Education. Education completed in a foreign institution must be certified as equivalent to coursework completed at a U.S. college or university. Certification of equivalency must be submitted at the time of application.

AGENCY CONTACT INFO:

Valerie Alston
Phone: (215)597-1919
Email: VALERIE.ALSTON@SSA.GOV

Agency Information:
SSA Philadelphia
CHR
300 Spring Garden Street
Philadelphia, PA
19123
USA

WHAT TO EXPECT NEXT:

Once you have successfully submitted your application materials, you can expect to receive the following email notifications concerning your application status: (1) Receipt of application; (2) Result of qualifications review; (3) Referred/Not Referred to the selecting official; and (4) Selected/Not Selected for the position.