Equal Employment Opportunity Commission Logo
Position Title
Supv Legal Admin Specialist (Contact Representative)
Agency
Equal Employment Opportunity Commission
Announcement Number
ST-10811741-20-JB Opens in new window
Open Period
Thursday, May 7, 2020 to Wednesday, May 20, 2020
For preview purposes only. To apply, please return to the USAJOBS announcement and click the Apply button.
Eligibilities
1. Do you claim Veterans’ Preference? (limit characters)
2. Are you a veteran who separated from active duty under honorable conditions and you:
• have a rating by the Department of Veterans Affairs showing a compensable service-connected disability of 30% or more OR
• have retired from active military service with a service-connected disability rating of 30% or more? (limit characters)
3. Are you a current employee of the Equal Employment Opportunity Commission (EEOC) who meets the definition of surplus or displaced from a position in the competitive service? If yes, confirm you meet all of the following requirements:
  • you are located in the same local commuting area of the vacancy;
  • your grade is equivalent to or below the grade level of the vacancy;
  • your last performance rating of record is at least fully successful or the equivalent.
 (limit characters)
4. Are you a current or former federal employee who meets the definition of displaced (CFR 330.702) from a position in the competitive service from a federal agency other than the agency hiring for this position? If yes, confirm you meet all of the following requirements:
  • you are located in the same local commuting area of the vacancy;
  • your grade is equivalent to or below the grade level of the vacancy;
  • your last performance rating of record is at least fully successful or the equivalent;
  • it has been less than a year from your separation from Federal Service (see ICTAP eligibility period CFR 330.708.)
 (limit characters)
5. Are you a current excepted service employee of one of the following agencies that has a valid interchange agreement:
  • Tennessee Valley Authority;
  • Nuclear Regulatory Commission;
  • Veterans Health Admin of the Department of Veterans Affairs;
  • Nonappropriated Fund (NAF) employees of the Department of Defense;
  • Federal Aviation Administration
  • Department of Homeland Security, TSA
  • Corporation of National and Community Service; or
  • other agency currently under an Interchange agreement with OPM.
 (limit characters)
6.

Are you are a current or former land management agency appointee who has initially been hired under competitive examining procedures to a time limited (temporary/term) appointment? You must have served under one (1) or more time-limited (temporary/term) appointments by a land management agency for a period totaling more than 24 months without a break in service of two (2) or more years; and you have performed at an acceptable level during each period of service.

 (limit characters)
7. Do you meet one of the following Competitive Merit Promotion eligibility options?
  • A current or former Federal Employee who has held or currently holds a career or career conditional appointment in the competitive service; or
  • Veterans Employment Opportunity Act (VEOA) Eligible -  a veteran whose latest discharge was under honorable conditions and you served three or more years of continuous active duty service in the military (NOTE: if released shortly before completing a 3-year tour, you are considered to meet the eligibility) OR are entitled to veterans' preference.
 (limit characters)
8. Do you meet one of the following Non-Competitive eligibility options?
  • A current or former Federal Employee who has held or currently holds a career or career conditional appointment in the competitive service and has held a permanent (non temporary) position in the competitive service at the same or higher full performance level as the position being announced; or
  • Miscellaneous Authorities not regulated by OPM (Postal Career Service Employee; Postal Rate Commission Employee; Government Accountability Office (GAO) Employee; Administrative Office of the U.S. Courts Employee.)
 (limit characters)
9. Are you are a former Peace Corps Volunteer who has completed two years of service or AmeriCorps VISTA Volunteer who has completed one year of service within the past twelve months; or,
Are you are a former Peace Corps or AmeriCorps VISTA Volunteer who has completed your service within the past 36 months and you are requesting an extension of non-competitive eligibility due to military service, status as a full-time student, or other experience directly related to the position. You must state you are requesting an extension and why in your documentation; or,
Are you are a current or former Peace Corps employee/staff member who has completed at least 36 months of continuous service without a break in service of three days or more and has been separated from the Peace Corps for less than three years.

For more information, visit: https://www.usajobs.gov/Help/working-in-government/unique-hiring-paths/peace-corps/ (limit characters)
10. Are you eligible for appointment under the Excepted Service Authority for Individuals with intellectual disabilities, severe physical disabilities, or psychiatric disabilities? {5 CFR 213.3102(u)}
  (limit characters)
11. Are you a veteran who separated from active duty under honorable conditions and you meet one of the following criteria:
• recently separated within the past 3 years
• are a disabled veteran
• served on active duty during a war, campaign or expedition OR
• received an Armed Forces Service Medal. (limit characters)
Preferences
1. Select the lowest grade you are willing to accept for this position. (limit characters)
Assessment 1
Select “Yes” or “No” to the following question(s). (limit characters)
1. Do you have at least one year of specialized experience equivalent to the GS-7 level in the Federal service? Specialized experience is defined as experience coordinating the day-to-day activities of employees in providing telephone and email support services; serving as a source of information; and monitoring calls;
OR
Master's or equivalent graduate degree, if related; OR 2 full years of progressively higher-level graduate education leading to such a degree, if related; OR LL.B. or J.D., if related. (limit characters)
2. Do you have at least one year of specialized experience equivalent to the GS-9 level in the Federal service? Specialized experience is defined as experience with responsibility for leading or supervising the day-to-day activities of employees in providing telephone and email support services; serving as a source of information; monitoring calls and providing feedback for continuous improvement; and monitoring statistics, work schedules, etc.;
OR
Ph.D. or equivalent graduate degree, if related; OR 3 full years of progressively higher-level graduate education leading to such a degree, if related; OR LL.M.., if related. (limit characters)
3. I have professional work experience interpreting and applying laws, regulations, procedures and policies of employment discrimination such as Title VII of the Civil Right Act, Age Discrimination in Employment Act, Title I of the Americans with Disabilities Act, Genetic Information Nondiscrimination Act and the Equal Pay Act. (limit characters)
4. I have work experience coaching, training and giving feedback to employees. (limit characters)
5. I have work experience in a contact center environment. (limit characters)
6. I have leadership and management skills with the knowledge and ability to oversee contact center staff. (limit characters)
7. I have the ability to manage the accuracy of information provided and the accuracy of information captured by contact center staff and can ensure that information is properly documented in applicable systems. (limit characters)
8. I have the ability to be detail-oriented and possess organizational, interpersonal, communication, writing and customer service skills, all of which are required to interact with the public and to effectively supervise a staff of contact center employees. (limit characters)
9. I have the ability to interpret and train staff on the procedures and policies of management and the agency within a contact center environment. (limit characters)
10. From the following list, identify the one experience you have had that most represents your ability in obtaining or eliciting information from others.

  (limit characters)
11. For each of the items below, select the one statement that most accurately describes your experience and capability using the scale below.

Working with Customer Relationship Management (CRM) software such as the Oracle RightNow Service Cloud and Computer Telephony Integration (CTI) software such as Avaya.
 (limit characters)
Select the one statement that most accurately describes your training and experience carrying out each task using the scale provided. (limit characters)
12. Preparing factual reports. (limit characters)
13. Synopsizing and monitoring customer service-level data using real-time and historical reports. (limit characters)
14. Extracting relevant information from various sources. (limit characters)
15. Extracting and compiling numerical or statistical data. (limit characters)
16. Verifying facts and figures. (limit characters)
17. Evaluating the validity of sources. (limit characters)
18. Comparing and contrasting data from multiple sources. (limit characters)
19. Locating information on the Internet for job-related matters. (limit characters)
20. Comprehending and writing comprehensive and organized factual and analytical investigative reports appropriate for the needs of the audience. (limit characters)
21. Explaining processes or procedures to customers, clients, or members of the public. (limit characters)
22. Persuasively presenting feedback and recommendations to staff. (limit characters)
23. Communicating with persons of diverse cultural, socio-economic, and educational backgrounds. (limit characters)
24. Delivering training, in person or remotely, to individuals or a group of employees. (limit characters)
25. Handling callers' complaints and reaching a satisfactory solution for each. (limit characters)
26. Assigning and explaining work requirements to subordinate staff to achieve efficiency of services rendered while increasing productivity. (limit characters)
27. Preparing performance work plans and appraisals. (limit characters)
28. Setting priorities, organizing and responding to contact center call e/mail volume dynamics.
  (limit characters)
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