- Position Title
- Lead Contact Representative (Lead Customer Service)(Temporary)
- Agency
- Social Security Administration
- Announcement Number
- SB-10126665-18-SBG Opens in new window
- Open Period
- Monday, January 29, 2018 to Friday, February 16, 2018
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
Please read the questions carefully. Responding "No" may result in loss of further consideration.
1.
Are you a current SSA employee applying for reassignment, change to lower grade, or repromotion to a grade you previously held on a permanent basis? Select yes if you currently hold or previously held a permanent position at or above the grade level(s) posted in this vacancy announcement. (NOTE: If the posted position has higher promotion potential than you have held on a permanent basis, you must apply for promotion to receive consideration.)
OR
Are you applying for non-competitive consideration? Select yes if you are an SSA employee currently serving under one of the following appointment types: Schedule A 213.3102(u) for individuals with disabilities; temporary/term appointment for 30% or more disabled veterans; or Veterans Recruitment Appointment (Note: Employees serving on VRA appointments are only eligible for non-competitive consideration for positions at GS-11 or below).
OR
Are you applying for non-competitive consideration? Select yes if you are an SSA employee currently serving under one of the following appointment types: Schedule A 213.3102(u) for individuals with disabilities; temporary/term appointment for 30% or more disabled veterans; or Veterans Recruitment Appointment (Note: Employees serving on VRA appointments are only eligible for non-competitive consideration for positions at GS-11 or below).
2.
Are you a current SSA employee applying for promotion? Select yes if you have 52 weeks at the next lower grade AND you have not held a permanent position at the grade level(s) posted in this vacancy announcement, OR if this position has higher promotion potential than the positions you have held on a permanent basis.
Preferences
1.
Please enter your Employee Common ID (ECI). Your ECI can be found on the first page of Employee Data. NOTE: The Employee Data website is only viewable from within SSA's firewall.
Assessment 1
1.
I have 52 weeks of specialized experience equivalent to the GS-8 grade level in the Federal Service by the closing date of the announcement. Specialized experience is experience, which is in or directly related to the work of the position. Please refer to the vacancy announcement for examples of specialized experience.
2.
I am in good standing and I am not serving under a formal Opportunity to Perform Successfully (OPS) improvement plan.
3.
Please select the statement that best describes your status.
4.
Select the option that corresponds to the element average shown on your performance appraisal for the most recently completed appraisal period:
Select the option that corresponds to the total number of points you should receive for awards. You may receive points for your monetary awards as follows:
--1 point for each cash award earned earlier than 5 years from the date of the vacancy (Maximum of 5 points)
--1 point for each ECSA award within the prior 5 years.
--2 points for each performance award (ROC/QSI) within the prior 5 years.
(Note: Although SSA did not pay cash awards for the appraisal period of 10/01/11-9/30/12, you should credit yourself with 2 points toward the 10 point maximum where your Element Average was equal to or higher than 4.0. You should credit yourself with 1 point for the appraisal period was between 3.0-3.9.
Your overall total for monetary awards may not exceed 10 points.
5.
Please indicate the number of points you should receive for awards:
The following questions list examples of career achievements that contribute to SSA's mission. Please answer Yes or No for each question. Each question is worth 1 point, for a maximum of 5 points.
NOTE: All responses must be documented on the SSA-45 and will be subject to further review.
Select “Yes” or “No” to the following question(s).
6.
Have you represented the agency on various initiatives to deliver information about agency programs?
7.
Have you suggested (formally or informally), recommended, organized, and/or implemented a work process that improved accuracy, or resulted in cost or time savings?
8.
Have you served as a subject matter expert, delivered formal classroom instruction, or provided formal mentoring or on-the job training; or served on a voluntary detail of at least 30 days?
9.
Have you participated in a workgroup or interagency activity to develop or revise technical resource materials, or test the effectiveness of a work process or system?
10.
Have you received a letter of commendation or an honor award for your contribution(s) to the accomplishment of the agency's mission or for providing exemplary service in the community that promotes or enhances the image/mission of the agency or the federal service?
Please answer yes or no to the statements below.
Note: Submission of this electronic questionnaire is certification that all responses are true to the best of your knowledge. Materially false, fictitious or fraudulent statements or representations are subject to disciplinary action.
Select “Yes” or “No” to the following question(s).
11.
Conduct quality reviews and make recommendations for employee training.
(5 points)
(5 points)
12.
Make suggestions to improve policies, procedures, and office workflows. (5 points)
13.
Process complex post entitlement workloads and Social Security number (SSN) applications including newborns, adoptions and aliens. (3 points)
14.
Respond to inquiries regarding a variety of Title II and Title XVI post entitlement workloads in addition to Social Security number (SSN) replacement cards. (2 points)
15.
Provide guidance or training for an individual or group, e.g., conducting informational briefings/training on technical matters, etc. (4 points)
16.
Serve as a technical resource person to peers or as a mentor to other employees. (3 points)
17.
Independently identify, evaluate, research and analyze complex technical issues from multiple sources and resolve instructional discrepancies. (At this level, the work involves using a variety of technical resources on a regular basis; resources can involve contradictory guidelines that require resolution.) (5 points)
18.
Follow step-by-step instructions to research/analyze technical issues and to resolve instructional discrepancies. (2 points)
19.
Conduct formal and informal presentations to staff members on case processing issues and procedures. (5 points)
20.
Conduct interviews with people from diverse backgrounds to answer questions relating to the filing and processing procedures pertaining to entitlement programs.
(3 points)
(3 points)
21.
Create instructional training guides or reviews complex correspondences for peers. (5 points)
22.
Communicate in writing to explain policy and procedural changes, interpret instructional material and processes, or interpret other technical information to staff members and the public using the proper spelling, punctuation, grammar, and sentence structure. (3 points)
23.
Serve as an office resource for training peers on SSA automated programs, software, and online service applications. (3 points)
24.
Utilize automation tools to assist members in using online services in addition to completing transactions or correcting inputs. (2 points)