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

Job Title:Contact Representative

Department:Department Of Labor

Agency:Office of Workers’ Compensation Programs

Job Announcement Number:DE-13-CHI-OWCP-0050

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

The contents of the announcement can still be viewed.


$40,326.00 to $52,428.00 / Per Year


Friday, February 22, 2013 to Thursday, March 07, 2013




This is a full time position. - This is a permanent position.




1 vacancy - Cleveland, OH, USView Map


U.S. Citizens; ICTAP and CTAP eligibles in the Cleveland, OH local commuting area.


Opportunities are Open! Begin a challenging career with the U.S. Department of Labor (DOL), and you will help shape the workforce of tomorrow.  DOL offers rewarding opportunities to contribute to a noble mission; to serve and protect American workers, prepare them for new and better jobs, and to ensure the safety and fairness of American workplaces.

The Department of Labor values its customers. Every DOL employee is responsible for delivering good customer service through accurate, courteous, efficient and effective transactions.

This position is located:


U.S. Department of Labor

Chicago Region

Office of Workers' Compensation Programs

Division of Energy Employee Occupational Illness (DEEOIC)

Cleveland, OH


The mission of the DEEOIC is to establish operational program policies, regulations, and procedures for the implementation of the Energy Employees' Occupational Illness Compensation Program Act (EEOICPA) and to provide technical guidance and assistance in the processing of claims filed under the EEOICPA by employees eligible for benefits under said Act.  This position has responsibility to provide assistance to inquiries and beneficiaries in person and by telephone.



  • Requires a probationary period if the requirement has not been met.
  • U.S. Citizenship.
  • Must be at least 16 years of age.


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Interviews inquires, claimants, and survivors, or their representatives, to determine the nature of their interest or problem, elicits relevant facts, explains provisions of the Act, and responds to inquiries.  Furnishes information, advice, or instructions about the benefits provisions and eligibility requirements under EEOICPA to claimants, survivors, employers, employer and employee organizations, and other interested parties.  Provides claimants and survivors with pamphlets, brochures, forms, and other informational materials regarding application requirements and documents needed to process claims.  Identifies need for inquirer to contact the Justice Department in regard to a claim for benefits under the Radiation Exposure Compensation Act (RECA).    Identifies situations with public affairs implications or problems and issues of such complexity or magnitude to warrant referral and refers them to supervisor or other organizational components. 


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One year specialized experience equivalent to at least GS-06.  


Specialized experience is experience that equipped the applicant with the particular knowledge, skills, and abilities (KSA's) to perform successfully the duties of the position, and that is typically in or related to the position to be filled. To be creditable, specialized experience must have been equivalent to at least the next lower grade level.  


Examples of specialized experience include:  Responds to phone inquiries by eliciting relevant facts and determining appropriate and adequate response to issue or problem presented.  Responds to requests received by mail. Provides explanations of policies, procedures, or benefits in a governmental, health care, or other customer service setting.  Listens attentively, solves problems creatively, and uses tact and diplomacy when dealing with angry or difficult callers.  Uses technology to assist in determining status and providing guidance to a caller.

There is no education substitution for this position. 

Applicants must meet all legal and regulatory requirements.  Reference the "Required Documents" section for additional requirements.


If you meet the minimum qualifications, you will be evaluated against the evaluation factors below and will be placed into a category based on your vacancy question responses.

Category A - Meets the basic qualification requirements for the vacancy and has successful experience in the same or similar job that has demonstrated superior proficiency in applying critical competencies required by this position to work of increased levels of difficulty and complexity.

Category B - Meets the basic qualification requirements for the vacancy and demonstrates satisfactory proficiency in the critical competencies required by this position.

Category C - Meets the specialized experience described in the minimum qualifications requirements section of this announcement and demonstrates proficiency in the basic competencies.

Evaluation Factors (Competencies) - All qualified applicants will be evaluated on the following key competencies (click Evaluation Tools for information):

Technical Competency:  Uses knowledge that is acquired through formal training or extensive on-the-job experience to perform one's job; works with, understands, and evaluates technical information related to the job; advises others on technical issues.  

Writing:  Recognizes or uses correct English grammar, punctuation, and spelling; communicates information (for example, facts, ideas, or messages) in a succinct and organized manner; produces written information, which may include technical material that is appropriate for the intended audience.   

Customer Service:  Works with clients and customers (that is, any individuals who use or receive the services or products that your work unit produces, including the general public, individuals who work in the agency, other agencies, or organizations outside the Government) to assess their needs, provide information or assistance, resolve their problems, or satisfy their expectations; knows about available products and services; is committed to providing quality products and services.  

Decision Making:  Makes sound, well-informed, and objective decisions; perceives the impact and implications of decisions; commits to action, even in uncertain situations, to accomplish organizational goals; causes change.   

Oral Communication:  Expresses information (for example, ideas or facts) to individuals or groups effectively, taking into account the audience and nature of the information (for example, technical, sensitive, controversial); makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.    

Attention to Detail:  Is thorough when performing work and conscientious about attending to detail. 

The information you provide may be verified by a review of your work experience and/or education, by checking references and through other means (ex. interview).  The examining Human Resources Office (HRO) makes the final determination concerning applicant ratings.  Your resume MUST provide sufficient information to substantiate your responses to the vacancy questions.  If not, the HRO may amend your responses to more accurately reflect the level of competency indicated by the content of your resume.  Your evaluation may also include a review by a Human Resources Specialist or panel and may include other assessments (ex. interview, panel review, written test, writing sample, etc.)

INFORMATION FOR ICTAP ELIGIBLES ONLY: If you are eligible for special priority selection under ICTAP, you must be well-qualified for the position to receive consideration.  ICTAP eligibles who are placed into Category B or higher will be considered "well-qualified".

Click Application of Veterans Preference for Category Rating Jobs for more information.

To preview questions please click here.


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The Department of Labor (DOL) offers a great benefit package to eligible employees.  The benefit package includes but is not limited to health benefits, supplemental dental and vision plans, flexible spending accounts, 13 days paid sick leave per year, vacation leave and 10 paid holidays per year.  We offer a variety of employee benefit options, a family-friendly work environment, a child care subsidy program, transit subsidy program, career assistance program, health services and fitness programs, access to LifeCare, a resource and referral service and more.  For a comprehensive site about all federal benefits, please refer to OPM.  For specific DOL benefits information, please refer to DOL BENEFITS.


Delegated Examining Unit (DEU) Authorization No. DOL-1.

This position has promotion potential to the GS-07.

This position is inside the bargaining unit, NCFLL.

Occasional travel by any means of government or public transportation may be required.  

The United States Government does not discriminate in employment on the basis of race, color, religion, sex, national origin, political affiliation, sexual orientation, gender identity, marital status, disability, age, membership in an employee organization, or other non-merit factor.  Refer to these links for more information: GENERAL INFORMATION, ADDITIONAL DOCUMENTATION, SELECTIVE SERVICE REGISTRATION, PROBATIONARY PERIOD, FORMER FEDERAL EMPLOYEES


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Follow the 5 steps below to apply.  Your application and ALL required supplemental documents must be received by 11:59 pm Eastern Time (ET) on the vacancy closing date to be considered.  Paper applications and supplemental documents submitted in any other manner without prior approval from the vacancy contact will not be considered.

For more details, click How To Apply Detailed Instructions Document or How To Apply Video.  For help, refer to the Vacancy Contact in the "Questions about this job" section.  SAVE your information before the 60 MINUTE TIMEOUT!

STEP 1 - Create USAJOBS Account, including Resume and Saved Documents
Your resume must provide sufficient information to substantiate your responses in the self-assessment vacancy questions.  If not, the HRO may amend your responses to more accurately reflect the competency indicated by resume content.

STEP 2 - Answer Vacancy Questions (DOORS)
Click the Apply Online button, which is available when you search for a job on, click on the title and proceed.

STEP 3 - Submit Supplemental Documents
Submit the required documents (only if applicable to you) specified in the "Required Documents" section of this vacancy by the close date.  For details: click How to Submit Supplemental Documentation Document or Submit Supplemental Documentation Video.  Warning: If you submit a document using the same document title, the 2nd submission will OVERWRITE the 1st submission.

STEP 4 - Review Application and click Finish  Click here to submit an updated resume after initial application.

STEP 5 - Edit Application as needed by 11:59 pm ET of Close Date


The following documents must be submitted by 11:59 p.m. (ET) on the vacancy closing date. Follow the instructions: click How To Submit Supplemental Documentation Document or Submit Supplemental Documentation Video.  You are not required to submit a document if it does not apply to you. Warning: If you submit a document using the same document title, the 2nd submission will OVERWRITE the 1st submission.

- Veterans Documents (if applicable): To be considered as a 5-point preference eligible, you must submit a copy of your Certificate of Release or Discharge From Active Duty, DD214. Your DD-214 must show the type of discharge and dates of active duty.  To claim 10-point preference, you must submit a copy of your DD214; an Application for 10-point Veteran's Preference, SF15; and the proof of entitlement of this preference which is normally an official statement, dated 1991 or later, from the Department of Veterans Affairs certifying to the present existence of the service-connected disability and indicating the percentage of your disability. (For active duty service members expecting to be honorably discharged or released within 120 days, click Active Duty)  Without this documentation, you will not receive veteran's preference.  For more information, go to:

- Displaced Employee Placement Documents - Only required if requesting priority consideration under ICTAP Eligibility.

- Cover Letters are not mandatory and will not be used to verify experience, but may be submitted

- Applicants selected for employment who are not current DOL employees will be required to provide proof of citizenship, and the E-Verify system will be used to confirm the employment eligibility of all new hires.


Marie Prendergast
Phone: 312-353-1521
Fax: 000-000-0000
TDD: 877-889-5627
Agency Information:
Labor, Ofc of Workers' Compensation Programs
230 S. Dearborn Street
Rm. 1026
Chicago, IL
Fax: 000-000-0000


Once your complete application is received, we will conduct an evaluation of your qualifications and refer candidates for selection consideration.  Candidates will be referred to the hiring manager for further consideration and possible interview.  You will be notified of the outcome.  A selection is expected to be made within 30 calendar days from the issuance date of the certificate.

To check the status of your application: Click here.  To sign up for Application Status Updates via email: Click Here.

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