Category Archives: Labor and Community Job Opportunities

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DISTRICT COUNCIL 37, AFSCME AFL-CIO SEEKS A STAFF REPRESENTATIVE

JOB TITLE: STAFF REPRESENTATIVE

DEPARTMENT/DIVISION:NON PROFIT & PRIVATE SECTOR DIVISION

STARTING SALARY: $59,670 plus $3,121 allowance

APPLICANTS SHOULD APPLY TO AMY KADLUB, ROOM 718 

LAST DAY OF APPLICATION: 05/ 19/ 2

This position works directly with union members covered under the nonprofit and private sector division. Duties and responsibilities will include servicing our members primarily employed in home care, day care, head start, special needs, philanthropic and social service agencies in the private sector. 

REQUIREMENTS & TYPICAL TASKS

  • Must be capable of assisting in contract negotiations and understand and interpret contract language.
  • Experience in handling grievance.
  • Experience in preparing for mediations and arbitrations.
  • Must have good writing and verbal communication skills.
  • Capable of working long hours and weekends.
  • Must have and be able to demonstrate leadership skills.
  • Capable of handling other tasks as assigned by supervisor.

QUALIFICATIONS

Associate degree and/or four years demonstrated experience in labor relations.

Resumes for the position should be submitted to Amy Kadlub, Human Resources Dept., by the close of business on Wednesday, May 19, 2021.

 

 

MAXIMUS SEEKS A CUSTOMER SERVICE REPRESENTATIVE

 Job Summary

 

Essential Duties and Responsibilities:
– Develop working relationships with customers and monitor engagement and progress.
– Work with customers on a regular basis to meet and achieve program goals and/or maintain program services and eligibility.
– Conduct workshops and other training related services for customers.
– Exhibit considerable programmatic knowledge and assist customers in multiple phases of the application process, ranging from enrollment through the awarding of benefits and services.
– Assist customers to acquire services that facilitate program goals (e.g., educational and/or vocational training, medical, child care, transportation, substance abuse/mental health, child support establishment, legal, and other related needs).
– Follow-up with customers to ensure that their needs are met and questions and concerns are resolved.
– Interact with other team members to provide expertise and assistance in resolving participant issues.
– Maintain accurate and timely case notes on all customer contacts and document activities.
– Share information about outreach and engagement efforts with project staff.
– Inform project staff of any barriers that they identify and that are preventing the customer from engaging with the Provider.

Minimum Requirements:
– High School diploma or equivalent with 0 – 1 years of experience.

Since 1975, Maximus has operated under its founding mission of Helping Government Serve the People, enabling citizens around the globe to successfully engage with their governments at all levels and across a variety of health and human services programs. Maximus delivers innovative business process management and technology solutions that contribute to improved outcomes for citizens and higher levels of productivity, accuracy, accountability and efficiency of government-sponsored programs. With more than 30,000 employees worldwide, Maximus is a proud partner to government agencies in the United States, Australia, Canada, Saudi Arabia, Singapore and the United Kingdom. For more information, visit https://www.maximus.com.

APPLY FOR THIS POSITION

EEO Statement: Active military service members, their spouses, and veteran candidates often embody the core competencies Maximus deems essential, and bring a resiliency and dependability that greatly enhances our workforce. We recognize your unique skills and experiences, and want to provide you with a career path that allows you to continue making a difference for our country. We’re proud of our connections to organizations dedicated to serving veterans and their families. If you are transitioning from military to civilian life, have prior service, are a retired veteran or a member of the National Guard or Reserves, or a spouse of an active military service member, we have challenging and rewarding career opportunities available for you. A committed and diverse workforce is our most important resource. Maximus is an Affirmative Action/Equal Opportunity Employer. Maximus provides equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status or disabled status.

SOCIAL SECURITY ADMINISTRATION SEEKS A LEGAL ADMINISTRATIVE SPECIALIST

Duties

Summary

This position is located in the This position is located in the Northeastern Program Service Center, Jamaica, New York.

NOTE: This position is being filled on a full-time and/or part-time, permanent basis.

Additional selections may be made within six months from the closing date of this announcement.

This is a career-ladder position leading to the GS-9 grade level.

Responsibilities

Once selected for the Benefit Authorizer position in SSA, you will make final determinations on benefit entitlement decisions. This includes having direct telephone contact with the public to resolve issues or discrepancies and provide them with their rights under Social Security laws. You will be responsible for adjusting established benefits and effectuating payments and using state-of-the-art computer technology to access and update information about claims.

Benefit Authorizers (BAs) determine if applicants are eligible to receive or continue receiving benefits and/or payments for various Social Security programs. They answer questions from callers to Social Security’s 800 number telephone network, resolve issues or discrepancies and explain Social Security program information to the public.

Travel Required

Not required

Supervisory status

No

Promotion Potential

9

Requirements

Conditions of Employment

  • U.S. Citizenship required
  • Selective Service Registration, if applicable (www.sss.gov)
  • Background and/or security investigation required
  • Job offers are contingent on background / security investigation results
  • Selectees are required to serve a 1 year probationary period
  • Relocation expenses will not be paid
  • Complete the initial online assessment and USA Hire Assessment, if required
  • This announcement will close once 1000 applications are received

Qualifications

All qualification requirements must be met by the closing date of the announcement. If you are using experience to qualify, you must have:

GS-7: Fifty-two weeks of specialized experience at the GS-5 grade level or equivalent in the federal service 1) assisting individuals in establishing their entitlement to receive benefits; 2) adjudicating, authorizing or reconsidering claims; 3) explaining benefit entitlements or requirements to the general public; 4) evaluating benefit program operations to assess the integrity and quality; or 5) interpreting benefit program requirements to formulate policies, procedures or guidelines.

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.

SELECTIVE PLACEMENT FACTOR

COMPETENCY ASSESSMENT INTERVIEW PROCESS (CAIP) 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 CAIP interview, you will not qualify for the job. Panel interviews may be conducted via video conferencing software, if technically feasible.

NOTE: Previous Meet and Deal results are not valid for this vacancy announcement; you will be required to complete the CAIP assessment.

Education

SUBSTITUTING EDUCATION: If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of ALL your transcripts or other proof of education prior to being appointed. NOTE: Education completed in a foreign institution must be deemed equivalent to that gained in conventional/accredited U.S. education programs. It is the applicant’s responsibility to acquire U.S. Certification and provide it at the time of application. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services.

GS-7: One full year of graduate level education in any field. One year of full-time graduate education is defined as 18 earned semester hours or 27 earned quarter hours. A combination of graduate level education and the specialized experience as described above OR a Bachelor’s degree and superior academic achievement in any field can be applied as a substitution. Superior academic achievement is based on:

  • Graduated in the upper third of the graduating class in the college, university, or major subdivision; OR
  • Graduated with a cumulative 3.0 GPA or higher out of 4.0 based on 4 years of education, or based on courses completed during the final 2 years of the curriculum; OR
  • Graduated with a 3.5 GPA or higher based on the average of all the required courses completed in the major field or the required courses in the major field completed during the final 2 years of the curriculum; OR
  • Election to membership in a national scholastic honor society that meets the minimum requirements of the Association of College Honor Societies (except for freshman honor societies).

COMBINING EDUCATION AND EXPERIENCE: Experience and education as described above may be combined to meet the minimum qualification requirements.

GS-7: Experience and graduate level education as described above may be combined to meet the minimum qualification requirements.

Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined. 

Additional information

Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.

Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments. To determine if you need a Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire

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How You Will Be Evaluated

You will be evaluated for this job based on how well you meet the qualifications above.

The evaluation you receive is based on your responses to the online assessments completed during the application process. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):

  • Attention to Detail
  • Customer Service
  • Flexibility
  • Integrity/Honesty
  • Interpersonal Skills
  • Learning
  • Reading
  • Reasoning
  • Self-Management
  • Stress Tolerance
  • Teamwork
  • Ability to interpret and apply laws, regulations and program procedures
  • Ability to research and analyze issues in order to make decisions and resolve problems
  • Ability to communicate orally
  • Ability to safeguard sensitive PII while accessing online information and using automation tools
  • Ability to manage multiple priorities

Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation.

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 two 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.

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 Well Qualified Category.

ICTAP candidates who meet the requirements for the Well Qualified category will be placed at the top of the Best Qualified category and be given selection priority.

Background checks and security clearance

Security clearance

Not Required

Drug test required

No

Position sensitivity and risk

Moderate Risk (MR)

Trust determination process

Suitability/Fitness 

Required Documents

To apply for this position, you must submit a complete Application Package which includes:

1. Your resume showing work schedule, hours worked per week, dates of employment and duties performed.

2. Other supporting documents:

You must also submit ALL supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.

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.

VETERANS’ PREFERENCE: If you are claiming veterans’ preference, you must submit a copy of your military discharge certificate (DD 214 member 4 copy) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans’ preference based on a service-connected disability, you must also submit the required documentation specified on the reverse of the SF-15, Application for 10-Point Veterans’ Preference (SF 15). Applicants claiming derived preference must submit the SF-15 and the required documentation specified on the reverse of the SF 15. Preference will be granted based on the documents received. For more information visit the Vet Guide.

IMPORTANT NOTICE TO VETERANS: The Office of Personnel Management has published the end date for Operation Iraqi Freedom (OIF) as August 31, 2010. To receive veterans’ preference for service during the Enduring Freedom/Iraqi Freedom era, you must have served for more than 180 days between September 11, 2001 and August 31, 2010 OR be in receipt of a campaign badge or expeditionary medal. The updated CFR language is available here. Other qualifying eligibility for preference (e.g., disability) remains unchanged.

PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.

Military Spouse Appointing Authority. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are a spouse of: 1) an active duty member of the armed forces; 2) a service member who is 100% disabled due to a service-connected injury; or 3) a deceased service member of the armed forces. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, copy of your spouse’s active military orders, DD-214, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member’s service-connected disability rating, DD-1300, etc.). You are no longer eligible if you remarry.

How to Apply

 

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include submission of the required documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:

1. To begin the application process, click the Apply Online button.
2. Answer the questions presented in the application and attach all necessary supporting documentation.
3. Click the Submit Application button prior to 11:59 PM (ET) on the announcement closing date.
4. After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you both on screen and via email notification.
5. If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Note: Set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account.

You may update your application, including supporting documentation, at any time during the announcement open period by returning to your USAJOBS account. There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.

To verify the status of your application both during and after the announcement open period, log into your USAJOBS account. All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit https://www.usajobs.gov/Help/how-to/application/status/.

If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Tansir Almanzar at Tansir.Almanzar@ssa.govor (212) 264-1345.

Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.

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.

SOCIAL SECURITY ADMINISTRATION SEEKS A CONTACT REPRESENTATIVE (CUSTOMER SERVICE REPRESENTATIVE)

Duties

Summary

Customer Service Representatives work in a call center environment to provide a high level of quality service to our customers on SSA’s National 800 number.

This position is located in the Jamaica Teleservice Center at One Jamaica Center Plaza, 11th Floor, Jamaica, NY 11432.

NOTE: This position is being filled on a full-time and/or part-time, permanent basis.

Responsibilities

As a Customer Service Representative(CSR), you will contribute to the Agency’s mission by:

  • Answering unscreened calls for continuous periods of time on SSA’s national 800 number;
  • Providing quality customer service in a fast-paced, high call volume environment;
  • Conducting interviews to determine the nature of the call;
  • Identifying persons who may be eligible for various SSA programs by utilizing screening and interview methods effectively;
  • Providing information on SSA’s policies and procedures and resolving customer questions by identifying the issue and selecting the best option(s) for resolution;
  • Determining eligibility for programs administered by SSA;
  • Using automation tools to access and update information; and
  • Delivering service to customers within agreed service levels and established performance standards.

 

Travel Required

Not required

Supervisory status

No

Promotion Potential

8

Requirements

Conditions of Employment

  • U.S. Citizenship required
  • Selective Service Registration, if applicable (www.sss.gov)
  • Background and/or security investigation required
  • Job offers are contingent on background / security investigation results
  • Selectees are required to serve a 1 year probationary period
  • Relocation expenses will not be paid
  • Complete the initial online assessment and USA Hire Assessment, if required
  • Must pass Meet-and-Deal Interview
  • Selectees are required to complete a 11-13 week technical training class
  • This announcement will close once 1000 applicants are reached.

Qualifications

All qualification requirements must be met by the closing date of the announcement.

You may qualify at the GS-5 grade level (starting salary $40,749.00) if you possess one of the following:
A. 52 weeks of full-time specialized experience, equivalent to the GS-4 grade level in the Federal service, that demonstrates experience applying rules, policies, or procedures to provide customer assistance, answering or asking customer questions to obtain or provide information, and using a computer to enter data. (Your resume must fully support these responses; otherwise, you will be found ineligible); OR
B. Completion of a full 4-year course of study above high school (e.g., 120 earned semester hours, 180 earned quarter hours, bachelor’s degree, etc.).; OR
C. A combination of successfully completed education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 earned semester or 90 earned quarter hours) is creditable toward meeting the minimum qualification requirements. Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined.

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.

SELECTIVE PLACEMENT FACTOR

Meet and Deal Panel Interview: Applicants will be required to participate in a structured panel interview to demonstrate an aptitude for meeting and dealing with the public. This interview will be administered/conducted utilizing the Competency Assessment Interview Process (CAIP).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. Candidates 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. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final disposition notice after selections have been made.

NOTE: Previous Meet and Deal results are not valid for this vacancy announcement, you will be required to complete the CAIP assessment.

Education

SUBSTITUTING EDUCATION: If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of your transcripts or other proof of education prior to being appointed. NOTE: Education completed in a foreign institution must be deemed equivalent to that gained in conventional/accredited U.S. education programs. It is the applicant’s responsibility to acquire U.S. Certification and provide it at the time of application. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services.

PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.

Foreign Education: If your transcripts show education completed in foreign colleges or universities, you must also provide documentation that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in a conventional/accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

Additional information

This is a career-ladder position offering the opportunity for annual promotion based on performance leading up to the GS-8 grade level. Normally candidates are hired at the step one unless they have prior federal experience with no break in service.

Additional selections may be made within six months from the closing date of this announcement.

Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.

Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments. To determine if you need a Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire

Required Documents

To apply for this position, you must submit a complete Application Package which includes:

1. Your resume showing work schedule, hours worked per week, dates of employment and duties performed.

2. Other supporting documents:

You must also submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.

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 and 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.

VETERANS’ PREFERENCE: If you are claiming veterans’ preference, you must submit a copy of your military discharge certificate (DD 214 member 4 copy) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans’ preference based on a service-connected disability, you must also submit the required documentation specified on the reverse of the SF-15,Application for 10-Point Veterans’ Preference (SF 15). Applicants claiming derived preference must submit the SF-15, the Veteran’s DD-214 (to verify character of service) and the required documentation specified on the reverse of the SF 15. Preference will be granted based on the documents received. For more information visit the Vet Guide.

IMPORTANT NOTICE TO VETERANS: The Office of Personnel Management has published the end date for Operation Iraqi Freedom (OIF) as August 31, 2010. To receive veterans’ preference for service during the Enduring Freedom/Iraqi Freedom era, you must have served for more than 180 days between September 11, 2001 and August 31, 2010 OR be in receipt of a campaign badge or expeditionary medal. The updated CFR language is available here. Other qualifying eligibility for preference (e.g., disability) remains unchanged.

Military Spouse Appointing Authority. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are a spouse of: 1) an active duty member of the armed forces; 2) a service member who is 100% disabled due to a service-connected injury; or 3) a deceased service member of the armed forces. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, copy of your spouse’s active military orders, DD-214, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member’s service-connected disability rating, DD-1300, etc.). You are no longer eligible if you remarry.

How to Apply

 

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include submission of the required documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:

1. To begin the application process, click the Apply Online button.
2. Answer the questions presented in the application and attach all necessary supporting documentation.
3. Click the Submit Application button prior to 11:59PM (ET) on the announcement closing date.
4. After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you both on screen and via email notification.
5. If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Note: Set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account.

You may update your application, including supporting documentation, at any time during the announcement open period by returning to your USAJOBS account. There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.

To verify the status of your application both during and after the announcement open period, log into your USAJOBS account. All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit https://www.usajobs.gov/Help/how-to/application/status/.

If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Andrew Small at andrew.small@ssa.govor (617) 565-9241.

Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.

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.

SOCIAL SECURITY ADMINISTRATION SEEKS A CONTACT REPRESENTATIVE

Duties

Summary

Customer Service Representatives work in a call center environment to provide a high level of quality service to our customers on SSA’s National 800 number.

This position is located in the Jamaica Teleservice Center at One Jamaica Center Plaza, 11th Floor, Jamaica, NY 11432.

NOTE: This position is being filled on a full-time and/or part-time, permanent basis.

Responsibilities

As a Customer Service Representative(CSR), you will contribute to the Agency’s mission by:

  • Answering unscreened calls for continuous periods of time on SSA’s national 800 number;
  • Providing quality customer service in a fast-paced, high call volume environment;
  • Conducting interviews to determine the nature of the call;
  • Identifying persons who may be eligible for various SSA programs by utilizing screening and interview methods effectively;
  • Providing information on SSA’s policies and procedures and resolving customer questions by identifying the issue and selecting the best option(s) for resolution;
  • Determining eligibility for programs administered by SSA;
  • Using automation tools to access and update information; and
  • Delivering service to customers within agreed service levels and established performance standards.

 

Travel Required

Not required

Supervisory status

No

Promotion Potential

8

Requirements

Conditions of Employment

  • Must be fluent in both English and Spanish
  • U.S. Citizenship required
  • Selective Service Registration, if applicable (www.sss.gov)
  • Background and/or security investigation required
  • Job offers are contingent on background / security investigation results
  • Selectees are required to serve a 1 year probationary period
  • Relocation expenses will not be paid
  • Complete the initial online assessment and USA Hire Assessment, if required
  • Must pass Meet-and-Deal Interview
  • Selectees are required to complete a 11-13 week technical training class
  • This announcement will close once 500 applicants are reached.
  • Must be fluent in both English and Spanish.

Qualifications

All qualification requirements must be met by the closing date of the announcement.

You may qualify at the GS-5 grade level (starting salary $40,749.00) if you possess one of the following:
A. 52 weeks of full-time specialized experience, equivalent to the GS-4 grade level in the Federal service, that demonstrates experience applying rules, policies, or procedures to provide customer assistance, answering or asking customer questions to obtain or provide information, and using a computer to enter data. (Your resume must fully support these responses; otherwise, you will be found ineligible); OR
B. Completion of a full 4-year course of study above high school (e.g., 120 earned semester hours, 180 earned quarter hours, bachelor’s degree, etc.).; OR
C. A combination of successfully completed education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 earned semester or 90 earned quarter hours) is creditable toward meeting the minimum qualification requirements. Note: Experience and education will be computed as percentages of the overall requirements and must equal to 100 percent when combined.

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.

SELECTIVE PLACEMENT FACTOR

Meet and Deal Panel Interview: Applicants will be required to participate in a structured panel interview to demonstrate an aptitude for meeting and dealing with the public. This interview will be administered/conducted utilizing the Competency Assessment Interview Process (CAIP).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. Candidates 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. The hiring office will contact candidates directly for interviews. Interviews may be conducted via video conferencing software, if technically feasible. Applicants referred for consideration will receive a final disposition notice after selections have been made.

NOTE: Previous Meet and Deal results are not valid for this vacancy announcement, you will be required to complete the CAIP assessment.

BILINGUAL CERTIFICATION INTERVIEW: Applicants must have the ability to fluently speak and understand both English and Spanish. Applicants will be required to pass an interview designed to assess possession of this ability

Education

SUBSTITUTING EDUCATION: If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of your transcripts or other proof of education prior to being appointed. NOTE: Education completed in a foreign institution must be deemed equivalent to that gained in conventional/accredited U.S. education programs. It is the applicant’s responsibility to acquire U.S. Certification and provide it at the time of application. For a list of Credential Evaluation Services, log on to: Credential Evaluation Services.

PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts that includes your name, the name of the educational institution, course title(s), number of credits, grade, and date of completion. Unofficial transcripts or screenshots of electronic/web transcripts with the required information will be accepted at the time of application. You must submit your transcripts according to the application submission details of this announcement. Documents will not be accepted via email or regular mail. If selected, you may be required to provide your official college transcripts prior to the effective date of the personnel action placing you into the new position.

Foreign Education: If your transcripts show education completed in foreign colleges or universities, you must also provide documentation that the education credentials have been evaluated by a private organization that specializes in interpretation of foreign education programs and such education has been deemed equivalent to that gained in a conventional/accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.

Additional information

This is a career-ladder position offering the opportunity for annual promotion based on performance leading up to the GS-8 grade level. Normally candidates are hired at the step one unless they have prior federal experience with no break in service.

Additional selections may be made within six months from the closing date of this announcement.

Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See www.sss.gov.

Reasonable Accommodation Requests: If you believe you have a disability (i.e., physical or mental), covered by the Rehabilitation Act of 1973 as amended and Americans with Disabilities Act 1990 as amended, that would interfere with completing the USA Hire Competency Based Assessments, you will be granted the opportunity to request a reasonable accommodation in your online application. Requests for Reasonable Accommodations for the USA Hire Competency Based Assessments and appropriate supporting documentation for Reasonable Accommodation must be received prior to starting the USA Hire Competency Based Assessments. Decisions on requests for Reasonable Accommodations are made on a case-by-case basis. If you meet the minimum qualifications of the position, after notification of the adjudication of your request, you will receive an email invitation to complete the USA Hire Competency Based Assessments. You must complete all assessments within 48 hours of receiving the URL to access the USA Hire Competency Based Assessments. To determine if you need a Reasonable Accommodation, please review the Procedures for Requesting a Reasonable Accommodation for Online Assessments here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire 

Required Documents

To apply for this position, you must submit a complete Application Package which includes:

1. Your resume showing work schedule, hours worked per week, dates of employment and duties performed.

2. Other supporting documents:

You must also submit supporting documentation by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.

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 and 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.

VETERANS’ PREFERENCE: If you are claiming veterans’ preference, you must submit a copy of your military discharge certificate (DD 214 member 4 copy) or an official statement of service from your command if you are currently on active duty. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans’ preference based on a service-connected disability, you must also submit the required documentation specified on the reverse of the SF-15,Application for 10-Point Veterans’ Preference (SF 15). Applicants claiming derived preference must submit the SF-15, the Veteran’s DD-214 (to verify character of service) and the required documentation specified on the reverse of the SF 15. Preference will be granted based on the documents received. For more information visit the Vet Guide.

IMPORTANT NOTICE TO VETERANS: The Office of Personnel Management has published the end date for Operation Iraqi Freedom (OIF) as August 31, 2010. To receive veterans’ preference for service during the Enduring Freedom/Iraqi Freedom era, you must have served for more than 180 days between September 11, 2001 and August 31, 2010 OR be in receipt of a campaign badge or expeditionary medal. The updated CFR language is available here. Other qualifying eligibility for preference (e.g., disability) remains unchanged.

Military Spouse Appointing Authority. You may be eligible for an appointment under the Military Spouse Appointing Authority if you are a spouse of: 1) an active duty member of the armed forces; 2) a service member who is 100% disabled due to a service-connected injury; or 3) a deceased service member of the armed forces. Each of these categories has different eligibility criteria that must be met. Individuals applying for consideration under this authority MUST provide the applicable supporting documentation (e.g., documentation verifying marriage, copy of your spouse’s active military orders, DD-214, copy of a statement from the Department of Veterans Affairs or a branch of the military certifying the service member’s service-connected disability rating, DD-1300, etc.). You are no longer eligible if you remarry.

How to Apply

 

Please read the entire announcement and all the instructions before you begin an application. To apply for this position, you must complete the initial online application, to include submission of the required documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on the closing date of the announcement to receive consideration. The application process is as follows:

1. To begin the application process, click the Apply Online button.
2. Answer the questions presented in the application and attach all necessary supporting documentation.
3. Click the Submit Application button prior to 11:59PM (ET) on the announcement closing date.
4. After submitting an online application, you will be notified whether or not you are required to take additional online assessments through the USA Hire Competency Based Assessment system. This message will be delivered to you both on screen and via email notification.
5. If you are asked to take the USA Hire Competency Based Assessments, you will be presented with a unique URL to access the USA Hire system. Access to USA Hire is granted through your USAJOBS login credentials. Be sure to review all instructions prior to beginning your USA Hire Assessments. Note: Set aside at least 3 hours to take these assessments; however, most applicants complete the assessments in less time. If you need to stop the assessments and continue at a later time, you can re-use the URL sent to you via email and also found on the Additional Application Information page that can be located in the application record in your USAJOBS account.

You may update your application, including supporting documentation, at any time during the announcement open period by returning to your USAJOBS account. There you will find a record of your application, the application status, and an option to Update Application. This option will no longer be available once the announcement has closed.

To verify the status of your application both during and after the announcement open period, log into your USAJOBS account. All of your applications will appear on the Welcome page. The application record in your USAJOBS account provides an Additional Application Information page that provides information regarding the documentation you submitted and any correspondence we have sent related to this application. The Application Status will appear along with the date your application was last updated. For information on what each Application Status means, visit https://www.usajobs.gov/Help/how-to/application/status/.

If you use assistive software or an adaptive device, or you are experiencing some other type of technical difficulty and/or otherwise require assistance with the application process, please contact Andrew Small at andrew.small@ssa.govor (617) 565-9241.

Individuals with disabilities may also call us via Federal Relay using the (voice) contact telephone provided.

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.

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