The closing date of this announcement is being extended until 05/07/2020.
This position is located in the Southeast Fresno District Office at: 5140 E. Olive Avenue, Fresno, CA.
NOTE: This position is being filled on a full-time, permanent basis. Additional selections may be made for this vacancy six months from the closing date of this announcement.
This is a career-ladder position leading to the GS-8 grade level.
Summary
The closing date of this announcement is being extended until 05/07/2020.
This position is located in the Southeast Fresno District Office at: 5140 E. Olive Avenue, Fresno, CA.
NOTE: This position is being filled on a full-time, permanent basis. Additional selections may be made for this vacancy six months from the closing date of this announcement.
This is a career-ladder position leading to the GS-8 grade level.
Once selected for the Customer Service Representative position in SSA, you will contribute to the Agency's mission through direct service to the public. As the first point of contact, you are responsible for assisting beneficiaries or inquirers in person, by telephone or in writing to provide information on SSA laws, rules and regulations and Medicare Insurance Programs. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using automation tools to access and update information about claims or potential eligibility.
Customer Service Representatives (CSRs) provide assistance to beneficiaries and the general public in person, by telephone, or in writing. CSRs conduct interviews to determine the nature of the caller's question or issue; explain technical information, gather facts, evaluate evidence, and take action to resolve problems relating to all Social Security programs.
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 trial period
Relocation expenses will not be paid
Complete the initial online assessment and USA Hire Assessment, if required
Must have a qualifying degree or certificate
Qualifications
To qualify for the Recent Graduates Program, applicants must have completed all requirements of an academic course of study leading to an associates, bachelor's, master's, professional, doctorate, vocational, or technical degree or qualifying certificate program from an accredited educational institution within the 2 years preceding the closing date of this announcement. Preference-eligible veterans who, due to military service obligations, were precluded from applying to the Program during any portion of the 2-year eligibility period are entitled to a full 2-year period of eligibility upon release or discharge from active duty. In no event, however, may the eligibility period extend beyond 6 years from the date on which the preference eligible veteran completed the requirements of an academic course of study.
FOR RECENT GRADUATE ELIGIBILITY: The transcript(s) or official letter from the registrar's office MUST include the date your degree or certificate was conferred. Applications will not be considered without this documentation. NOTE: Copies of degrees, certificates, and diplomas are not considered acceptable documents to determine Recent Graduate Program eligibility.
Proof of education must be submitted with your application package and received by the closing date of the announcement. Candidates must meet the basic qualification requirements for the position being filled, including any positive education requirements and/or selective placement factors.
All qualification requirements must be met by the closing date of the announcement. If you are using experience to qualify, you must have:
GS-5: 52 weeks of full-time specialized experience equivalent to the GS-4 level in the Federal Service performing the following tasks: (1) Applying laws, regulations policies or procedures to provide assistance preparing forms or documents; (2) Answering questions from members of the public or their representatives to obtain or provide information; (3) Using a computer to reconcile discrepancies or entering data; and (4) responding to written inquiries and drafting a variety of other written products.
GS-6: 52 weeks of full-time specialized experience equivalent to the GS-5 level in the Federal Service performing the following tasks: (1) researching and analyzing various regulatory sources in order to apply legal requirements; (2) explaining rights, benefits, privileges, or obligations under a body of law to large volumes of people from different socioeconomic backgrounds; (3) using a computer to reconcile discrepancies and enter data in databases; and (4)responding to technical inquiries concerning program requirements, supporting documentation, payment issues, etc.
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.
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.
GS-5: Successful 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.). GS-6: There is no substitution of education for specialized experience at this grade level.
COMBINING EDUCATION AND EXPERIENCE: Experience and education as described above may be combined to meet the minimum qualification requirements.
GS-5: 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.
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.
The SSA Recent Graduates Program (Program) provides Recent Graduates with entry-level developmental experience and is designed to lead to a career in the Federal government. Program participant(s) are placed in excepted service appointments, not-to-exceed 2 years.
Note: This is a 2-year developmental program. After successful completion of the program, you may be non-competitively converted to a term (not to exceed 1-4 years) or permanent appointment.
Participants serving on appointments for more than 90 days may be eligible for coverage under the Federal Employees Health Benefits program.
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
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
How you will be evaluated
You will be evaluated for this job based on how well you meet the qualifications above.
You will be evaluated based on how well you meet the qualifications listed in this vacancy announcement. Your qualifications will be evaluated based on your application materials (e.g., resume, supporting documents), the responses you provide on the application questionnaire, and the result of the online assessments required for this position. You will be assessed on the following competencies (knowledge, skills, abilities, and other characteristics):
Attention to Detail
Customer Service
Decision Making
Flexibility
Integrity/Honesty
Interpersonal Skills
Learning
Reading
Reasoning
Self-Management
Stress Tolerance
Teamwork
Ability to interpret and apply laws, regulations and operating procedures
Ability to communicate orally
Ability to use the computer and web-based applications
Ability to use research and analyze issues in order to make decisions and resolve problems
Ability to manage multiple priorities
Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation.
The assessment includes a cut score based on the minimum level of required proficiency in these critical general competencies. You must meet or exceed the cut score to be considered. You will not be considered for the position if you score below the cut score or fail to complete the assessment.
Overstating your qualifications and/or experience in your application materials or application questionnaire may result in your removal from consideration. Cheating on the online assessment may also result in your removal from consideration.
A career with the U.S. government provides employees with a comprehensive benefits package. As a federal employee, you and your family will have access to a range of benefits that are designed to make your federal career very rewarding. Opens in a new windowLearn more about federal benefits.
Eligibility for benefits depends on the type of position you hold and whether your position is full-time, part-time or intermittent. Contact the hiring agency for more information on the specific benefits offered.
2. Transcript(s) (unofficial is acceptable for application submission) or official letter from the registrar's office MUST include the date your degree or certificate was conferred.
3. Other supporting documents:
If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire
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.
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 veteran's DD-214 in addition to 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.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
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 05/07/2020 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 05/07/2020.
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 San Francisco Region CHR General Line at SF.MOS.CHR.Staffing.and.Benefits.Team@ssa.govor 510-970-2770.
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.
Region IX Sierra West Area
255 EAST TEMPLE STREET
SUITE 1752A
LOS ANGELES, CA 90012
US
Next steps
If you meet the minimum qualifications of this position, you may be presented with instructions on how to access the USA Hire Competency Based Assessments system. These additional online assessments must be completed within 48 hours following the close of this announcement unless you have requested Reasonable Accommodation for the USA Hire Competency Based Assessments. Your results will be kept on record for one year when applying for future jobs that require the same USA Hire Competency Based Assessments.
Once you have successfully submitted all of the required application materials and assessments, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position.
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
2. Transcript(s) (unofficial is acceptable for application submission) or official letter from the registrar's office MUST include the date your degree or certificate was conferred.
3. Other supporting documents:
If you are requesting a reasonable accommodation to the USA Hire Competency Based Assessments, submit documentation to support your request, including the Reasonable Accommodation Request Form found here: https://help.usastaffing.gov/Apply/index.php?title=Reasonable_Accommodations_for_USA_Hire
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.
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 veteran's DD-214 in addition to 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.
If you are relying on your education to meet qualification requirements:
Failure to provide all of the required information as stated in this vacancy announcement may result in an ineligible rating or may affect the overall rating.
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 05/07/2020 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 05/07/2020.
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 San Francisco Region CHR General Line at SF.MOS.CHR.Staffing.and.Benefits.Team@ssa.govor 510-970-2770.
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.
Region IX Sierra West Area
255 EAST TEMPLE STREET
SUITE 1752A
LOS ANGELES, CA 90012
US
Next steps
If you meet the minimum qualifications of this position, you may be presented with instructions on how to access the USA Hire Competency Based Assessments system. These additional online assessments must be completed within 48 hours following the close of this announcement unless you have requested Reasonable Accommodation for the USA Hire Competency Based Assessments. Your results will be kept on record for one year when applying for future jobs that require the same USA Hire Competency Based Assessments.
Once you have successfully submitted all of the required application materials and assessments, you can expect to receive at least two or more of the following email notifications concerning your application status: (1) Receipt of application; (2) Qualifications status and whether your application has been Referred/Not Referred to the selecting official; and (3) Selection status for the position.
Fair and transparent
The Federal hiring process is set up to be fair and transparent. Please read the following guidance.
