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This Position Is No Longer Available

Job Title:  Contact Representative (Debtor Contact Representative)
Agency:  Social Security Administration
Job Announcement Number:  SK1058760RC

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

The contents of the announcement can still be viewed.
$31,628.00 to $41,122.00 / Per Year
Thursday, February 27, 2014 to Monday, March 03, 2014
Full Time - Permanent
10 vacancies in the following location:
Kansas City, MO View Map
United States Citizens
Not Applicable


Do you have a desire to:

  • Help SSA manage its Social Security programs, analyze and solve problems?
  • Advise millions of retired and disabled individuals?
  • Work on a team to make a difference in people's lives and your own?

Join SSA, one of the top 10 Best Places to Work in the Federal Government!

Debtor Contact Representative (DCR) performs technical and clerical duties involving contacting claimants for the purpose of examination, collection, control, documentation and disposition of overpayments from all SSA-administered programs as well as providing assistance to the public through SSA's national 800 number.

This position is located in the Mid-America Program Service Center located at 601 E. 12th Street, Kansas City MO 64106. 
NOTE: This position is being filled on a full-time, permanent basis.
Additional selections may be made within six months from the closing date of this announcement.



  • Not Required


  • No


  • U.S. Citizenship Required
  • Selective Service Registration. See Other Information tab.
  • Security and/or Background Investigation Required
  • Selectees are required to serve a one year probationary period.
  • Must pass Meet-and-Deal panel interview.
  • Selectees are required to complete a 12-week technical training class.
  • Relocation expenses will not be paid.


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Debtor Contact Representative (DCR) examines material and or systems data related to the overpayment recovery effort including the payment history of the overpaid individual, repayment agreements and previous recovery efforts to maximize the effectiveness of the telephone contacts.   Interviews claimants or their representatives who call the 800 number to determine the nature of their problem or inquiry.  Contacts overpaid individual by telephone, answering a variety of questions about the debt collection process and discussing repayment options.


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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: Requires 1 year of specialized experience equivalent to the GS-4 level that demonstrates the ability to perform all or most of the following tasks: 1) Applying laws, rules or regulations and written guidelines; 2) Communicating orally in order to provide information, assistance, or instructions to a wide range of individuals; 3) writing correspondence in response to inquiries or requests for information; 4) perform computations such as addition, subtraction, multiplication and division correctly; and 5) operate a personal computer or computer terminal (includes input, retrieval and editing files).

SUBSTITUTION OF EDUCATION:  Substitution of education for general and specialized experience will be made in accordance with the OPM Operating Manual, Qualification Standards for General Schedule Positions. 


If you are qualifying for this position based on completed education at an accredited college or university, you must provide a copy of your official or unofficial college transcripts or other proof of education. NOTE: Education completed in a foreign institution must be certified as equivalent to coursework completed at a U.S. college or university. 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:

For GS-5: a bachelor's degree; OR 120 credits toward the completion of a bachelor's degree; OR a combination of education beyond the first 60 credits/90 quarter hours and the specialized experience described above.


COMBINING EDUCATION AND EXPERIENCE:  Experience and education as described above may be combined to meet the minimum qualification requirements. Only education in excess of the first 60 semester hours or 90 quarter hours beyond the second year leading to a bachelor's degree is creditable toward meeting the specialized experience requirement. One full academic year of study (30 semester hours or 45 quarter hours) beyond the second year is equivalent to 6 months of specialized experience. Experience and education should be computed as percentages of the overall requirements and must equal to 100 percent when combined.


Meet and Deal Panel 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. Candidates 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 Meet and Deal panel interview, you will not qualify for the job.


Your application will be evaluated under the Category Rating method, based on your responses to the occupational questions in this document, which is designed to capture the desired competencies for this position. These competencies include: (1) ability to communicate orally; (2) ability to communicate in writing; (3) ability to learn, understand and apply laws, guidelines and procedures; (4) Ability to analyze data and made recommendations or decisions; (5) ability to use technological and automation tools.  If you meet the basic requirements for the position, your application will be evaluated and placed into one of three categories:

1) Qualified Category - Candidates who meet the Minimum Qualification Requirements.

2) Well Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a satisfactory level of the knowledge, skills, and abilities necessary to perform the duties of the position.  

3) Best Qualified Category - Candidates who meet the Minimum Qualification Requirements and demonstrate a high level of the knowledge, skills, and abilities necessary to perform the duties of the position.

The Category Rating Method does not add veterans' preference points or apply the "rule of three," but protects the rights of veterans by placing them ahead of non-preference eligibles within each category. Candidates eligible for veterans' preference will be placed ahead of other candidates in the appropriate category for which they have been rated.  Additionally, preference eligibles who have a compensable service-connected disability of at least 10 percent and who meet the minimum qualification Requirements will automatically be placed in the Best Qualified Category.

We recommend you use USA Jobs resume builder for submitting a resume to ensure you include dates of employment for each job listed (month/year) as well as average number of hours (e.g., 40 hours, 20 hours) worked per week. Note: You can copy and paste your existing resume into resume builder. Please review the
Tips for Applying  for additional guidance.

Note: Please make sure you answer all questions and follow all instructions carefully. Errors or omissions may affect your evaluation. To preview the questions, click the following link: View Assessment Questions


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Social Security offers a comprehensive benefits program that you can customize for your individual medical and financial needs. In addition to traditional "dollars and cents" benefits, we offer a range of benefits to help you balance life with Social Security to life outside of work. Please visit our Careers website for additional information.


Selective Service: If you are a male applicant born after December 31, 1959, you must certify that you are registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law. See


Individuals with disabilities may call us via Federal Relay using the (voice) contact telephone provided.


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

  • Your Résumé
  • Transcritps(s) - if using education to quality (unofficial copies accepted)
  • The Occupational Questionnaire
  • Additional Required Documents (see Required Documents section below)

The complete application package must be submitted by 11:59 PM (EST) on Monday, March 03, 2014.

  • To begin, click Apply Online to create a USAJOBS account or log into your existing account. Follow the prompts to select your USAJOBS resume and/or other supporting documents to upload your documents and complete the occupational questionnaire.

  • Click the Submit My Answers button to submit your application package.

  • It is your responsibility to ensure your responses and appropriate documentation is submitted prior to the closing date.

  • To verify your application is complete, log into your USAJOBS account, select the Application Status link and then select the More Information link for this position. The Details page will display the status of your application, the documentation received and processed, and any correspondence the agency has sent related to this application.

    NOTE : Your uploaded documents may take several hours to clear the virus scan process.

  • To return to an incomplete application, log into your USAJOBS account and click Update Application in the vacancy announcement. You must re-select your resume and/or other documents from your USAJOBS account or your application will be incomplete.

NOTE: If you applied online and your application is complete, do not fax the paper application (1203FX) as this will overwrite your prior online responses and may result in an ineligible rating.

To fax supporting documents you are unable to upload, complete the United States Government Application Cover Page using the following 1058760. Fax your documents to 1-478-757-3144.


If you cannot apply online:
1. View and print the occupational questionnaire:
View Occupational Questionnaire,
2. Print the
1203FX (Form C) to provide your responses to the occupational questionnaire; and
3. Fax the completed 1203FX and supporting documents to 1-478-757-3144. Your 1203FX will serve as a cover page for your fax transmission.

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.


All supporting documentation must be received by the closing date of the vacancy announcement to claim certain types of preference or qualify on the basis of education.

INTERAGENCY CAREER TRANSITION ASSISTANCE PLAN (ICTAP): ICTAP provides eligible displaced Federal competitive service employees with selection priority for competitive service vacancies. To receive selection priority, candidates must meet the requirements for the Well Qualified category as described in the vacancy announcement. Candidates must also provide:

  • proof of eligibility with your application to receive selection priority. Such proof may include a copy of your written notification of ICTAP eligibility or a copy of your separation Notice of Personnel Action, (SF-50); and
  • proof of your most recent performance rating of at least "fully successful" (Level III) or equivalent.

For more information visit

VETERANS' PREFERENCE: If you are claiming veterans' preference under competitive procedures, submit a copy of your military discharge certificate (DD 214 member 4 copy), official statement of service from your command if you are currently on active duty, or other proof of eligibility. To be acceptable, the document must show Character of Service. If you are claiming 10-point veterans' preference, you must also submit an
Application for 10-Point Veterans' Preference (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

PROOF OF EDUCATION: If you are qualifying on the basis of education or satisfying an educational requirement, submit a copy of your transcripts with the course title, number of credits, grade, and date of completion. To qualify, the degree must be from an accredited college or university recognized by the U.S. Department of Education. Education completed in a foreign institution must be certified as equivalent to coursework completed at a U.S. college or university. Certification of equivalency must be submitted at the time of application.


Roietta Combs
Phone: (816)936-5829
Agency Information:
HR Specialist
PO Box 15458
601 E 12th St Rm 850
Kansas City, MO


Once you have successfully submitted your occupational questionnaire, you will receive the following email notifications concerning your application status: (1) Receipt of application; (2) Result of qualifications review and if Referred/Not Referred to the selecting official; and (3) Selected/Not Selected for the position.

If you applied incorrectly or submitted an incomplete application, we will be unable to send you notifications regarding the status of your application. Please read the How to Apply instructions carefully to ensure that you submit a complete application.

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