This Position Is No Longer Available
  1. Overview
  2. Duties
  3. Qualifications & Evaluations
  4. Benefits & Other Info
  5. How to Apply

Job Title:Consumer Complaint Coordinator GS-301-11

Department:Department Of Health And Human Services

Agency:Food and Drug Administration

Job Announcement Number:HHS-FDA-ORA-MP-13-754558

This position is closed and no longer accepting online applications through USAJOBS.

The contents of the announcement can still be viewed.

SALARY RANGE:

$57,408.00 to $74,628.00 / Per Year

OPEN PERIOD:

Tuesday, October 02, 2012 to Monday, October 15, 2012

SERIES & GRADE:

GS-0301-11

POSITION INFORMATION:

Full Time - Permanent

PROMOTION POTENTIAL:

11

DUTY LOCATIONS:

1 vacancy in the following location:
Lenexa, KS United StatesView Map

WHO MAY APPLY:

Current status employees with the Food and Drug Administration, Office of Regulatory Affairs, Kansas District Office commuting area.

JOB SUMMARY:

Become a part of the Department that touches the lives of every American!  At the Department of Health and Human Services (HHS) you can give back to your community, state, and country by making a difference in the lives of Americans everywhere.  It is the principal agency for protecting the health of citizens.  Join HHS and help to make our world healthier, safer, and better for all Americans.

Who May Apply:  This vacancy is open to current Food and Drug Administration (FDA), Office of Regulatory Affairs employees with competitive status only in the Kansas District Office commuting area.  Competitive status refers to employees who are serving on a career or career conditional appointment.

 

FDA/ORA PHS Commissioned Corps Officers within the above area of consideration interested in performing the duties of this position within the Commissioned Corps may apply online to this announcement.  Candidates will be referred to (CC) personnel and not as candidates for conversion to a permanent career or career-conditional appointment.

 

YOU MUST SUBMIT YOUR SF-50 (AND DD-214 IF APPLICABLE).

 

This position is located with the Food and Drug Administration, Office of Regulatory Affairs, Kansas District Office, duty location Lenexa, Kansas. 

KEY REQUIREMENTS

  • U.S. Citizenship is required.
  • Relocation expenses will not be paid.

DUTIES:

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Major Duties:
The incumbent in this position serves as the District Office's consumer complaint coordinator with responsibility in ensuring the implementation and operation of the Consumer Complaint Program for the district.  Major duties and responsibilities include:  Respond to complaints from consumers, industry, medical professionals, State/Local agencies, Federal agencies and informants inside the organization;  Interview complaints, research products, contact appropriate personnel to identify responsible firms; Monitor complaint and generate follow-up investigations, inspections and sample collection assignments; Maintain and updates District's Standard Operating Procedures manual; provide training in the area of complaints; enter, review and track data relating to complaints utilizing an automated system; determine final disposition in actions taken by the agency/firm for consumer complaints; conduct complaint analysis and complete quality reviews; represents to district at meetings, conferences and committees dealing with the consumer complaint program and is the office's focal point of contact to receive and respond to request for consumer complaint information. 


QUALIFICATIONS REQUIRED:

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Qualifications:

Qualification Standards for the Administrative and Management positions used for the GS-301 series.

To qualify for the GS-11 level, applicant must meet the following requirements:

 

Applicant must possess one year of specialized experience equivalent to at least the GS-09 level in the Federal service.  Examples of specialized experience include:  knowledge of consumer complaint issues; experience in analyzing information to respond to and resolve complaints or issues; managing projects; applying analytical and evaluative methods to set priorities of objectives and goals and provide advice o preparing documents with a variety of formats.   OR,

Have a PH.d or equivalent doctoral degree in business, finance, accounting or a related field or three full years of progressively higher level graduate education leading to such a degree or LL.M, if related OR,

Have a combination of related graduate education and specialized experience equivalent to the GS-09 level of Federal service.

 

Time in Grade:

Applicant must have one year at the GS-9 grade level to meet eligibility at the GS-11 grade level.

 

Documenting experience:  In accordance with Office of Personnel Management policy, federal employees are assumed to have gained experience by performing duties and responsibilities appropriate for their official series and grade level as described in their position description.  Experience that would not normally be part of the employee's position is creditable, however, when documented by satisfactory evidence, such as a signed memorandum from the employee's supervisor or an SF-50 or SF-52 documenting an official detail or other official assignment. The documentation must indicate whether the duties were performed full time or, if part time, the percentage of times the other duties were performed. It is expected that this documentation is included in the employee's official personnel record. In order to receive credit for experience in your resume that is not within the official series and grade level of your official position, you must provide a copy of the appropriate documentation of such experience as indicated above.


Foreign Education:  If you are using education completed in foreign colleges or universities to meet the qualification requirements, you must show 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 an accredited U.S. education program; or full credit has been given for the courses at a U.S. accredited college or university.  For further information, visit: http://www.ed.gov.

Conditions of Employment:

 

1. Additional Security and Background Requirements:  May be referred depending on the position being filled.  If not previously completed, a background security investigation will be required for all appointees.  Appointment will be subject to the applicant's successful completion of a background security investigation and favorable adjudication.  Failure to successfully meet these requirements may be grounds for appropriate personnel action.  In addition, if hired, a background security reinvestigation or supplemental investigation may be required at a later time.  Applicants are also advised that all information concerning qualifications is subject to investigation.  False representation may be grounds for non-consideration, non-selection and/or appropriate disciplinary action.

 

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

 

3. Financial disclosure statement may be required.

Certain positions within the Food and Drug Administration are subject to strict restrictions on financial holdings (FDA regulated financial holdings).  To determine whether this position is affected, applicants are advised to seek additional information during the interview process from the Ethics Staff, Division of Management Programs at (301) 827-5511 prior to accepting this position.

 

4. Travel, transportation, and relocation expenses will be paid: NO

 

5. Bargaining Unit Position: Yes

 

6. Drug Screening Required: No

 

7. Recruitment Bonus may be authorized: No

 

8. Research position: No

 

9. Supervisory position: No

 

10. Time in grade (TIG) must be met within 30 days of the closing date of the announcement.

HOW YOU WILL BE EVALUATED:

Once the application process is complete, a review of the resume and supporting documentation will be made and compared against your responses to the assessment questionnaire to determine if you are qualified for this job.  If, after reviewing your resume and/or supporting documentation, a determination is made that you have inflated your qualifications and/or experience, you may lose consideration for this position.  Please follow all instructions carefully.  Errors or omissions may affect your eligibility.

 

Your qualifications will be evaluated and rated on the following competencies (knowledge, skills, abilities and other characteristics):

  1.  Knowledge of pertinent laws, regulations, policies and precedents, program goals and objectives, substantive work processes and program operations of an organization.
  2. Skill in identifying problems, gathering and analyzing information, drawing conclusions and making recommendations.
  3. Skill in fact findings, analysis and investigation sufficient to plan, conduct identify and interpret information to meet the needs and deadlines of an office efficiently.
  4. Ability to communicate orally.
  5. Ability to communicate in writing.


BENEFITS:

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The Federal Government offers a comprehensive benefits package.  Explore the major benefits offered to most Federal employees at http://www.usajobs.gov/ResourceCenter/Index/Interactive/Benefits#icc.



OTHER INFORMATION:

Males born after December 31, 1959 must be registered or exempt from Selective Service (see http://www.sss.gov).

 

For information on "People with Disabilities" please visit http://opm.gov/disability/PeopleWithDisabilities.asp.

 

Career Transition Assistance Program (CTAP):  For information on how to apply as a CTAP eligible see http://opm.gov/rif/employee_guides/career_transition.asp#ctap.  To be well-qualified and exercise selection priority for this vacancy, displaced Federal employees must be rated at 85.0 or above on the rating criteria for this position.



HOW TO APPLY:

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To begin the process, click the Apply Online button to create an account or log in to your existing USAJOBS account. Follow the prompts to complete the assessment questionnaire.  Please ensure you click the Submit My Answers button at the end of the process.

 

Note:  To return to a previously Saved or Incomplete application you may use the following link:  https://applicationmanager.gov.

 

To fax supporting documents you are unable to upload, complete this cover page http://staffing.opm.gov/pdf/usascover.pdf using the following Vacancy ID 754558.  Fax your documents to 1-478-757-3144.

 

If you cannot apply online:

  1. Click the following link to view and print the assessment questionnaire View Occupational Questionnaire, and
  2. Print this 1203FX form to provide your response to the assessment questionnaire http://www.opm.gov/forms/pdf_fill/OPM1203fx.pdf and
  3. Fax the completed 1203FX form along with any supporting documents to 1-478-757-3144.  Your 1203FX will serve as a cover page for your fax transmission.
  4. This agency provides reasonable accommodation to applicants with disabilities.  If you need a reasonable accommodation for any part of the application and hiring process, please contact the Bethesda Center HelpDesk Telephone (888)-478-4340; TTY/TDD: (866)-539-4484; or by email quickquestions@psc.gov.  The decision on granting reasonable accommodation will be made on a case-by-case basis.


REQUIRED DOCUMENTS:

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

  1. Your Résumé - You are encouraged to use the USAJobs online resume builder to ensure that all required information is in your resume.  If you use your own résumé, curriculum vitae, or any other written form you choose then you must describe your job-related qualifications that include beginning and ending dates for paid and non-paid work experience, hours worked per week, month and year of employment for each job title listed.

  2. A complete Assessment Questionnaire

  3. Other supporting documents:

  4.      - SF-50 (if you are a federal employee or have reinstatement rights as a federal employee)

         - PHS Commissioned Corps Officer must submit a copy of latest personnel order

         - College Transcripts (if the position has a positive education requirement)

Note:  You may submit an unofficial transcript or a list of college courses completed indicating course titles, credit hours, and grades received.  An official transcript from an accredited educational institution is required if you are selected for the position.

 

For Résumé and Application Tips visit: http://www.usajobs.gov/ResourceCenter/Index/Interactive/ResumeAndApplicationTips#icc.

 

The complete Application Package must be submitted by 11:59 PM (EST) on Monday, October 15, 2012.

AGENCY CONTACT INFO:

FDA Helpdesk
Phone: (888)478-4340
Fax: (478)757-3144
Email: QUICKQUESTIONS@PSC.GOV
Agency Information:
OHR Bethesda Operations Center
7700 Wisconsin Ave
Bethesda, MD
20814 Fax: (478)757-3144

WHAT TO EXPECT NEXT:

Once the online questionnaire is received you will receive an acknowledgement email that your submission was successful.  The most highly qualified candidates will be referred to the hiring manager for further consideration and possible interview.  We expect to make a selection within 45 days of the closing date of this announcement.


You will receive notice via email or by mail, if no email address was provided by you during the application process, once this process is completed (generally 4-6 weeks).


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Job Announcement Number:

HHS-FDA-ORA-MP-13-754558

Control Number:

327403000