Tour of Duty: 8:00 a.m. - 4:30 p.m.Learn more about this agency
Position Description Title/PD#: Customer Liaison Representative / PD# 81619-A, 81618-A
Compressed/Flexible Schedules: Authorized
Virtual Position: No
This recruitment is for one position with the U.S. Department of Veterans Affairs, Office of Acquisition and Logistics (OAL), Acquisition Human Capital located in Washington, D.C.
Who May Apply: (current/former federal employees, eligible veterans, special hiring authorities)
Customer Liaison Representative / PD# 81619-A, 81618-A
Under minimal supervision, the Customer Service Liaison Representative serves as the primary interface point with the customer and monitors, identifies and evaluates overall customer satisfaction to enhance excellence in the efficiency and effectiveness of operations within OAL and customer organizations. Will have expert level skills in the development of acquisition human capital and strategic workforce policies, procedures, programs, and guidance that pertain to all aspects of customer relations, satisfaction and feedback. Demonstrates a highly proficient understanding of highly complex acquisition operations and capabilities along with policies and practices and possess the ability to provide expert advice, assistance, and interpretations. Identify lessons learned, recommend procedural improvements and apply Continuous Process Improvement concepts. Ability to apply the following: Acquisition Human Capital Planning; Action planning; Business acumen; Change management; Competency assessment; Consensus building; Data Visualization; Data/information synthesis; Measures and Metric formulation; Skills gap assessment; and Workforce assessments. Recommends innovative guidance and process improvements to increase overall customer and employee satisfaction. Adeptly utilize diplomacy, business acumen, and marketing capabilities to provide customers with a thorough understanding of the organization's capabilities. Use qualitative and/or quantitative methods to assess and improve customer experiences. Develop marketing approaches and resolve customer challenges to improve customer experiences. Apply the following strategies/techniques: assess organizational needs; identify key stakeholders - internal and external; plan, implement and measure communication initiatives, Possess exceptional, oral communication and presentation skills. Plan, conduct, and document studies to analyze acquisition challenges. Coordinate with senior personnel regarding challenging, confidential & highly sensitive issues. Present well-informed recommendations to the Director based on merits of proposals, problems raised, reactions of interested parties, and identify alternative actions. Conduct training for the acquisition workforce on acquisition-related topics. Perform high-level briefings and speeches to a variety of audiences. Execute outreach activities on government training, certification requirements, & guidance/policies.
Occasional travel - You may be expected to travel for this position.
Job family (Series)
Conditions Of Employment
Conditions of Employment:
You must be a US citizen to apply for this job.
Subject to a background/suitability investigation.
Selective Service Registration is required for males born after 12/31/1959.
Position requires filing a Financial Disclosure Report: No
PHYSICAL REQUIREMENTS: The subject position is primarily of an administrative nature in an office setting, however where travel to work sites is required there may be light physical work required, such as walking over uneven surfaces, or assisting technical personnel in taking measurements or elevations. Government travel for training, meetings, or customer interactions will be required in this position.
QualificationsTo qualify for this position, applicants must meet all requirements within 30 days of the closing date of this announcement.
Time-in-grade: Applicants who are current Federal employees or who have held a GS grade anytime in the past 52 weeks must also meet time-in-grade requirements. Example for a GS-14 position you must have served 52 weeks at the GS-13 level.
Specialized Experience (GS-13):
Applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-12) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: Under general supervision, the Customer Service Liaison serves as the primary interface point with customers, Monitors, identifies and evaluates overall customer satisfaction to enhance the efficiency and effectiveness of operations and customer organizations. Demonstrated skill in business acumen to understand and deal with business situations that facilitate positive outcomes. Broad experience in resolving customer challenges and improving customer experiences, change management, data/information synthesis, analyzing skills, gap assessment and developing workforce assessments. Demonstrated comprehensive knowledge of government acquisition and certification program processes and procedures. Ability to identify and develop acquisition human capital and strategic workforce policies, procedures, programs, and offer guidance that pertains to all aspects of customer relations, satisfaction and feedback. Experience in continuous process improvement concepts to identify, analyze, and resolve individuals and/or systemic problems regarding acquisitions and customer relations. Experience in the development and utilization of marketing approaches to ensure that customers' needs and requirements are interpreted, understood, and communicated to leadership. Highly developed writing, oral communication and presentation skills to provide customers with a thorough understanding of the organizations' capabilities. Experience in analytical, and qualitative and/or quantitative methods to assess, conduct, and document studies related to customer needs and acquisition. Experience in conducting training on acquisition-related topics. Experience performing high-level briefings and speeches to a variety of audiences. Experience in outreach activities regarding government training, certification requirements, and guidance/policies.
Preferred candidates will have: FAC-C, FAC-COR, and FAC-P/PM or DAWIA equivalent certifications and possess extensive experience with Tableau (or similar data visualization tool) and Microsoft Suite - particularly Excel, Project, and Publisher.
There is no educational substitution, candidates must have 1 one specialized exp. at the next lower grade (GS-12).
Specialized Experience (GS-14):
Applicants must have one year of specialized experience equivalent to at least the next lower grade (GS-13) in the normal line of progression for the occupation in the organization. Examples of specialized experience would typically include, but are not limited to: The Customer Service Liaison serves as the principal interface point with the customer. With minimal supervision, monitors, identifies and evaluates overall customer satisfaction to enhance the efficiency and effectiveness of operations and customer organizations. Advanced skill in business acumen to understand and manage business situations that will facilitate positive outcomes. Extensive experience and advanced knowledge in the resolution of customer challenges to advance affirmative customer experiences, change management, data/information synthesis, analyzing skills, gap assessment and developing workforce assessments. Demonstrated high level knowledge of government acquisition and certification program processes and procedures. Ability to distinguish, develop and progress acquisition human capital and strategic workforce policies, procedures, programs. Offering adept guidance that pertains to all facets of customer relations, satisfaction and feedback. Experience leading and developing continuous process improvement concepts to identify, analyze, and resolve distinct and/or systemic problems regarding acquisitions and customer relations. are interpreted, understood, and communicated to leadership. Highly developed writing, verbal and presentation skills to provide customers information that will provide a comprehensive understanding of the organizations' capabilities. Provide high level briefings, presentations and speeches to leadership, customers and other audiences within and outside the organization. Consistently employ, develop and utilize innovative marketing approaches to identify customers' needs and requirements and that customer needs are interpreted, understood, and communicated to leadership. Utilize analytical, and qualitative and/or quantitative methods to assess, conduct, and document studies related to customer needs and acquisition. Experience conducting training on acquisition-related topics. Experience in outreach activities regarding government training, certification requirements, and guidance/policies.
Preferred candidates will have: FAC-C, FAC-COR, and FAC-P/PM or DAWIA equivalent certifications and possess expert level experience with Tableau (or similar data visualization tool) and Microsoft Suite - particularly Excel, Project, and Publisher.
There is no educational substitution, candidates must have 1 one specialized exp. at the next lower grade (GS-13).
Additional information on the qualification requirements are outlined in the OPM Qualifications Standards Handbook of General Schedule Positions. It is available for your review on OPM's website at http://www.opm.gov/qualifications.
APPLICANTS PLEASE NOTE: Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications (particularly positions with a positive education requirement). Therefore, applicants must report attendance and/or degrees from only these schools. Applicants can verify accreditation at the following websites: www.ed.gov/admins/finaid/accred/index.html and http://ope.ed.gov/accreditation/.
Foreign Education: To receive credit for education completed outside the United States, you must show proof that the education has been submitted to a private organization that specializes in the interpretation of foreign educational credentials and such education has been deemed at least equivalent to that gained in conventional U.S. education programs.
The Interagency Career Transition Assistance Plan (ICTAP) and Career Transition Assistance Plan (CTAP) provide eligible displaced Federal competitive service employees with selection priority over other candidates for competitive service vacancies. To be qualified, you must submit appropriate documentation and be found well-qualified (have a final rating of 85 or more before any Veterans preference points) for this vacancy. Information about CTAP and ICTAP eligibility is on OPM's Career Transition Resources website at http://www.opm.gov/rif/employee_guides/career_transition.asp.
Receiving Service Credit for Earning Annual (Vacation) Leave: Federal Employees earn annual leave at a rate (4, 6 or 8 hours per pay period) which is based on the number of years they have served as a Federal employee. VA may offer newly-appointed Federal employee's credit for their job-related non-federal experience or active duty uniformed military service. This credited service can be used in determining the rate at which they earn annual leave. Such credit must be requested and approved prior to the appointment date and is not guaranteed.
Placement Policy: The posting of this announcement does not obligate management to fill a vacancy or vacancies by promotion. The position may be filled by reassignment, change to lower grade, transfer, appointment, or reinstatement. Management may use any one or any combination of these methods to fill the position.
It is the policy of the VA to not deny employment to those that have faced financial hardships or periods of unemployment.
This job opportunity announcement may be used to fill additional vacancies.
"If you are unable to apply online or need to fax a document you do not have in electronic form, view the following link for information regarding an Alternate Application."
MAILED/EMAILED APPLICATION WILL NOT BE ACCEPTED. ANY APPLICATION MATERIALS SUBMITTED VIA MAIL/EMAIL WILL BE DESTROYED AND NOT RETURNED.
How You Will Be Evaluated
You will be rated on the following competencies based on your application for this position:
Competency 1 - Workforce / Human Capital Planning - The ability to assess the acquisition landscape and make recommendations based on competency assessments, contract spend, retention initiatives, and employee feedback via surveys.
Competency 2 - Acquisition operations and capabilities -Advanced knowledge of contract and procurement operations and the application of best practices to pre- and post contract award activities.
Competency 3 - Customer Management - The ability to heighten the customer experience by exceeding customer expectations and using foundational approaches for maximizing customer experience and engaging in interactions with customer's that result in affirmative customer responses.
Competency 4 - Problem Solving - Employing critical thinking skills for developing and suggesting non-traditional approaches to "process management".
Competency 5 - Communication: Advanced verbal, written and presentation skills: The ability to influence decisions, apply fact-finding and speak (via briefings) and/or write (via white papers) confidently about a variety of subject matters relating to acquisition career management and strategic human capital planning.
If you are referred for consideration, you may be asked to submit additional job related information, which may include, but not limited to: responses to the knowledge, skills and abilities; completion of a work sample, and/or contact for an interview.
IN DESCRIBING YOUR EXPERIENCE, PLEASE BE CLEAR AND SPECIFIC. WE WILL NOT MAKE ASSUMPTIONS REGARDING YOUR EXPERIENCE. If your resume/application does not support your questionnaire answers, we will not allow credit for your response(s).
Experience refers to paid and unpaid experience, including volunteer work done through National Service programs (e.g., Peace Corps, AmeriCorps) and other organizations (e.g., professional; philanthropic; religious; spiritual; community; student; social). Volunteer work helps build critical competencies, knowledge, and skills and can provide valuable training and experience that translates directly to paid employment. You will receive credit for all qualifying experience, including volunteer experience.
Background checks and security clearance
Drug test required
To apply for this position, you must provide a complete Application Package which includes:
The following documents are required:
- Your Résumé (Must include series, grade, step, starting and ending dates of employment, month and year, and hours worked per week, and salary information).
- If you are a current or former Federal employee, you must submit a copy of your last or most recent signed Notification of Personnel Action (SF50) showing your position, title, series, grade and eligibility. Applicants who fail to submit this form will be rated INELIGIBLE (SF-50 must be in PDF format; text format will not be accepted). Note: Your SF-50 must reflect the grade and step information equivalent to or greater than the grade lower than the position you are applying to. This may not always be your most recent SF-50. You may need to submit more than one SF-50.
- To receive consideration as a Veteran you must provide legible copies of your DD-214, member 4 copy or another copy that shows all dates of service as well as character of service (honorable, general, etc.) or a statement of service signed by the commander or you will be deemed INELIGIBLE. Note: More than one DD-214 may be needed to show all dates of service.
- Performance Appraisal - This document is optional for all applicant
- Military Spouses must submit: Marriage Certificate. Copy of the sponsor's permanent change of station orders showing you as an authorized dependent or when the veteran is unemployed and is rated by appropriate military or Department of Veterans Affairs authorities to be 100 percent disabled and/or unemployable. Statement that spouse preference is requested for this vacancy and has not previously been used to obtain a position in the commuting area.
- Copy of unofficial transcripts. Must show name of college to determine accreditation. If qualifying based on degree, or for positions requiring a degree, the transcript must show date the degree was conferred. If selected, you must provide official transcripts. NOTE: Transcripts should state degree conferred, and have a date.
Veterans' Preference: When applying for Federal Jobs, eligible Veterans should claim preference for 5pt (TP), 10pt (CP/CPS/XP), or for Sole Survivor Preference (SSP) in the questionnaire. You must provide a legible copy of your DD214(s) which shows dates and character of service (honorable, general, etc.). If you are currently serving on active duty and expect to be released or discharged within 120 days you must submit documentation related to your active duty service which reflects the dates of service, character of service (honorable, general, etc.), and dates of impending separation. Additionally, disabled veterans and others eligible for 10-point preference (such as widows or mothers of eligible Veterans) must also submit an SF-15 "Application for 10 Point Veteran Preference" with required proof as stated on the form. Documentation is required to award preference. For more information on Veterans' Preference, please visit http://www.fedshirevets.gov/job/vetpref/index.aspx.
If you are relying on your education to meet qualification requirements:
Education must be accredited by an accrediting institution recognized by the U.S. Department of Education in order for it to be credited towards qualifications. Therefore, provide only the attendance and/or degrees from schools accredited by accrediting institutions recognized by the U.S. Department of Education.
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.
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.
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 to Apply
All applicants are encouraged to apply online. To apply for this position, you must complete the questionnaire and submit the documentation specified in the Required Documents section below. The complete application package must be submitted by 11:59 PM (ET) on 08/13/2018
- To begin, click Apply Online to create a USA JOBS account or log in to your existing account. Follow the prompts to select your USA JOBS resume and/or other supporting documents and complete the occupational questionnaire.
- Click Submit My Answers to submit your application package.
To verify your application is complete, log into your USA JOBS account, https://my.usajobs.gov/Account/Login, select the Application Status link and then select the more information link for this position. The Application page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application. Your uploaded documents may take several hours to clear the virus scan process. To return to an incomplete application, log into your USA JOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USA JOBS account or your application will be incomplete.
Agency contact information
VHA SERVICE CENTER
810 Vermont Ave, NW
Washington, DC 20420
OUR MISSION: To fulfill President Lincoln's promise "To care for him who shall have borne the battle, and for his widow, and his orphan" - by serving and honoring the men and women who are America's Veterans. How would you like to become a part of a team providing compassionate care to Veterans?
Special Employment Consideration: VA encourages persons with disabilities to apply, including those eligible for hiring under 5 CFR 213.3102(u), Schedule A, Appointment of persons with disabilities [i.e., intellectual disabilities, severe physical disabilities, or psychiatric disabilities], and/or Disabled veterans with a compensable service-connected disability of 30% or more. Contact the Agency Contact for information on how to apply under this appointment authority via the Selective Placement Coordinator.
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Once your online application is submitted you will receive a confirmation notification by email. After we receive application packages (including all required documents) and the vacancy announcement closes, we will review applications to ensure qualification and eligibility requirements are met. After the review is complete, a referral certificate(s) is issued and applicants will be notified of their status by email. Referred applicants will be notified as such and may be contacted directly by the hiring office for an interview. All referred applicants receive a final notification once a selection decision has been made.
You may check the status of your application at any time by logging into your USA Jobs account and clicking on Applications. Information regarding your application status can be found in the USAJobs Help Center.
Fair & Transparent
The Federal hiring process is setup to be fair and transparent. Please read the following guidance.
Equal Employment Opportunity Policy
The United States Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy And gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
Reasonable Accommodation Policy
Federal agencies must provide reasonable accommodation to applicants with disabilities where appropriate. Applicants requiring reasonable accommodation for any part of the application process should follow the instructions in the job opportunity announcement. For any part of the remaining hiring process, applicants should contact the hiring agency directly. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.
A reasonable accommodation is any change to a job, the work environment, or the way things are usually done that enables an individual with a disability to apply for a job, perform job duties or receive equal access to job benefits.
Under the Rehabilitation Act of 1973, federal agencies must provide reasonable accommodations when:
- An applicant with a disability needs an accommodation to have an equal opportunity to apply for a job.
- An employee with a disability needs an accommodation to perform the essential job duties or to gain access to the workplace.
- An employee with a disability needs an accommodation to receive equal access to benefits, such as details, training, and office-sponsored events.
You can request a reasonable accommodation at any time during the application or hiring process or while on the job. Requests are considered on a case-by-case basis.
Legal and regulatory guidance
This job originated on www.usajobs.gov. For the full announcement and to apply, visit www.usajobs.gov/GetJob/ViewDetails/507158500. Only resumes submitted according to the instructions on the job announcement listed at www.usajobs.gov will be considered.