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This Position Is No Longer Available

Job Title:  Contact Representative (Service Representative)(Spanish)
Agency:  Social Security Administration
Job Announcement Number:  DEU-SC1067491-14-LJP

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

The contents of the announcement can still be viewed.
$34,407.00 to $49,855.00 / Per Year
Monday, March 10, 2014 to Friday, March 14, 2014
Full Time - Permanent
Few vacancies in the following location(s):
Chula Vista, CA View Map
National City, CA View Map
San Diego, CA View Map
United States Citizens
Not Applicable


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

Do you have a desire to:

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

Once selected for the Service Representative position in SSA, you will contribute to the Agency's mission through direct and personal service to the public. As the first point of contact, you are responsible for speaking with beneficiaries or inquirers in person or by telephone to provide information on SSA laws, rules and regulations. This includes obtaining information in order to determine eligibility and entitlement for programs administered by SSA, and using state-of-the-art computer technology to access and update information about claims.

LOCATION: These positions are located in the following offices:

  • Chula Vista District Office at 626 L Street, Chula Vista, CA
  • National City District Office and Card Center at 2530 East Plaza Blvd, National City, CA
  • San Diego District Office at 1333 Front Street, San Diego, CA
  • San Diego Card Center at 109 West Ash Street, San Diego, CA


NOTE: These positions are being filled on a full-time, permanent basis. Additional selections may be made from this announcement.

This is a career ladder position leading to the GS-8 grade level.


  • Not Required


  • No


  • U.S. Citizenship Required
  • Selective Service Registration. See Other Information tab.
  • Background and/or Security 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 11-13 week technical training class.
  • Relocation expenses will not be paid


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Contact Representatives interview beneficiaries and the general public to determine the nature of their problem; explain technical information, gather facts and resolve problems relating to Social Security programs. Click here to view a video about this position.


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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:

For GS-5: 52 weeks of full-time work experience performing all or most of the following tasks: 1) Applying laws, rules or regulations and written guidelines; 2) Communicate orally in order to provide information, assistance, or instructions to members of the general public or their representatives; 3) Perform administrative and clerical processes using a computer to reconcile discrepancies, associate documents with related files/records, etc.; 4) Write correspondence in response to inquiries and draft a variety of other written products.

For GS-6: 52 weeks of full-time work experience independently performing all or most of the following tasks: 1) Applying and interpreting laws, rules, regulations, and written guidelines; 2) Communicating orally with a large volume (daily or continuously) of people from different socioeconomic backgrounds in order to provide or elicit information; 3) Performing administrative and clerical processes using a computer to reconcile discrepancies; and 4) Writing correspondence in response to technical inquiries and drafting a variety of other written products.

Note: Part-time work is prorated in crediting experience (e.g., if you work 20 hours per week for a 12-month period), you will be credited with 6 months of experience. 

SUBSTITUTING EDUCATION:   If you are qualifying for this position based on completed education at an accredited U.S. college, university, or other educational institution, you must provide a copy of your transcripts or other proof of education.  NOTE: Education completed in a foreign institution must be must be deemed equivalent to that gained in conventional/accredited U.S. education programs. It is the applicant's responsibility to acquire U.S. Certification and provide it at the time of application. Click on the link for a list of Credential Evaluation Services.

For GS-5: Successful completion of a full 4-year course of study above high school (e.g., 120 semester hours, 180 quarter hours, bachelor's degree, etc.).

For GS-6: Successful completion of one half an academic year of graduate education in a related field (e.g., Family Studies, Social Work, Business Administration or Public Administration).

Experience and education as described above may be combined to meet the minimum qualification requirements.

For GS-5: Education course work equivalent to a baccalaureate program beyond the second year (e.g., in excess of the first 60 semester or 90 quarter hours) is creditable toward meeting the minimum qualification requirements.

Note: Experience and education will 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.


Bilingual Certification Interview:  Applicants must have the ability to fluently speak English and Spanish. Applicants will be required to pass an interview designed to assess possession of this ability.




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 interpret and apply laws, regulations and operating procedures; (3) Ability to use the computer and web-based applications; (4) Ability to use reasoning to analyze issues in order to make decisions and resolve problems; and (5) Ability to organize, prioritize, and process a large volume of work within established deadlines.  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 have registered with the Selective Service System, or are exempt from having to do so under the Selective Service Law.


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To apply for this position, you must submit a complete application package, which includes:

  • Your Résumé
  • The Occupational Questionnaire
  • Additional Required Documents (see Required Documents section below)

The complete application package must be submitted by 11:59 PM (EST) on Friday, March 14, 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 1067491. 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.


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

SPOUSES OF MILITARY MEMBERS may be eligible for a non-competitive appointment by applying to this vacancy announcement.  Executive Order 13473 dated September 25, 2008 authorizes noncompetitive appointments in the civil service for spouses of certain members of the armed forces.  This rule is effective September 11, 2009, and facilitates the entry of military spouses into the Federal Civil Service, while minimizing disruption when military families move due to permanent relocations, and recognizing and honoring service members who become disabled or die during active duty service.  Military spouses electing to apply for Noncompetitive Appointment under this executive order should refer to for eligibility requirements and documentation required to be submitted while applying to this announcement for consideration.

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.


Phone: (510)970-2833
Agency Information:
SSA San Francisco
1221 Nevin Ave
Richmond, CA


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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