Job Overview

Summary

Do you desire to protect American interests and secure our Nation while building a meaningful and rewarding career? If so, the Department of Homeland Security (DHS) is calling. DHS components work collectively to prevent terrorism, secure borders, enforce and administer immigration laws, safeguard cyberspace and ensure resilience to disasters. The vitality and magnitude of this mission is achieved by a diverse workforce spanning hundreds of occupations. Make an impact; join DHS.

When disaster strikes, America looks to FEMA. Now FEMA looks to you. Join our team and use your talent to support Americans in their times of greatest need. The Federal Emergency Management Agency (FEMA) prepares the nation for all hazards and manages Federal response and recovery efforts following any national incident. We foster innovation, reward performance and creativity, and provide challenges on a routine basis with a well-skilled, knowledgeable, high performance workforce.

Who May Apply

  • All U.S. Citizens
  • For definitions of terms found in this announcement, please click here

This position is ideal for a candidate that has experience developing customer service measurement tools and writing reports from the data collected.  This position starts at a salary of $60,681 (GS-11 step 1).  The full performance level of this position is at the GS-11 grade level.  Apply for this exciting opportunity to become a member of the Customer Satisfaction Analysis Section of the National Processing Service Center, Recovery Directorate!

This position is being announced under FEMA's CORE Program (Cadre of On-call Response/Recovery employees).  These positions are authorized under P.L. 93-288 to perform temporary disaster work and are funded from the Disaster Relief Fund.  Appointments are excepted service, temporary appointments.  This is a 2 year temporary appointment in the Excepted Service. 

EMERGENCY ASSIGNMENT:  For all nonbargaining unit positions, the following applies:  Every FEMA employee has regular and recurring emergency management responsibilities, though not every position requires routine deployment to disaster sites.  All positions are subject to recall around the clock for emergency management operations, which may require irregular work hours, work at locations other than the official duty station, and may include duties other than those specified in the employee's official position description. Travel requirements in support of emergency operations may be extensive in nature (weeks to months), with little advance notice, and may require employees to relocate to emergency sites with physically austere and operationally challenging conditions.

Relocation expenses are not authorized for this position.

Duties

In this position, you will serve as a key member of the Customer Satisfaction Analysis section of the National Processing Service Center, Recovery Directorate!  Typical work assignments include:

  • Develops, manages, evaluates and disseminates customer service measurement tools by documenting customer contacts in report form.
  • Develops and structures customer surveys.  Compiles information, analyzes results of customer surveys, and generates statistical data into report forms.
  • Processes customer complaints to the point of resolution by performing any follow-up to assure resolution has been reached and supporting documentation is on file.
  • Identifies, researches, and recommends appropriate group training needs by coordinating with appropriate staff and providing feedback generated from the customer service program.